United Airlines

Why is your help desk in the Phillippnes? You couldn’t get American dummies? C’mon! A small change to my ticket was going to cost more than a new ticket itself. I kept being reminded that I agreed to the charges when I bought the ticket. The lady on the line could not understand minor nuances of English. It was like chasing my tail in some nightmarish elementary school. No wonder your overall ratings are awful.

I don’t fly United very often. That being said, this is the LAST time I consider United as a travel option. The problems started before the plane left PSP. The flight out of PSP was 30 minutes late, putting us at risk on missing our connection out of DEN to BWI. The flight attendant, Meg, explained that if we had missed our flight that United would provide lodging, because the delay was not weather related. Her tone throughout this exchange was dismissive, condescending and patronizing. I am convinced that is the reason United put us on the plane that they eventually did, to save the costs and logistic hassles of a hotel stay for some 200 people.
The way United handled the assignment of the replacement aircraft was beyond belief. Moving 200 passengers to four separate aircraft (all having mechanical issues) after having three (+) hours to handle this circumstance was comedic at best. I could feel the passengers bonding in their disgust with United and the way in which we were treated.
Our flight finally landed at 3:30 a.m. instead of the 11:05 p.m. ETA. Safe travels and you may consider all other options before booking with this airline. I know I will.

I travel quite bit for work and personal reasons and used to love Continental. I was really disappointed when United and Continental merged and United was the surviving company because I was worried that customer service would suffer… but I hoped for the best. Unfortunately, my experiences with United have never been what they were with Continental. It’s one thing to cut down beverage and snack services which can be a life saver when I have connections and to cram people in like sardines but it’s the customer service, or lack thereof, that I have experienced that really disappoints me. I have had a flight attendant refuse to give me a full glass of water because «there might not be enough for the rest of the passengers». Really?! Recently, I asked for assistance to put my bag in the overhead compartment bc of a medical procedure and the lady at the gate at bwi actually rudely told me that she can’t help me bc she almost broke her back helping another passenger. Um ok… meanwhile when I flew another airline and informed them of my condition not only did she offer to gate check my bag but was kind enough to move me to a better seat which was was so much appreciated. I fly United quite frequently for lack of options but I wish I had them.

On 6÷26÷2015 we arrived to Dulles to check in. We had a connecting flight to NJ so that we could make it to Puerto Rico. We were going on a cruise on 6/​27, but wanted to be their a little early. In the middle of check-​in, our kiosk froze and failed to print our boarding passes. We were directed to a gentleman who was unable to print out tickets. After 30 minutes, his supervisor coming over twice, calling the plane to make sure we did not get left. We were finally running to the shuttle to then run to the flight (no fault of ours). We finally make it to NJ, were our flight is delayed an hour with NO explanation. We finally make it to Puerto Rico at about 1:30 a.m. only to discover, that one of our suitcases did not make it. We hunt down the baggage claim employee, who was not in the office to report this. She advised that the bag was in Houston, and would arrive by 5am, but would not get to our hotel until 9am. By this time I am furious. We decide to just go to the hotel, and go to sleep. By the time we wake up, our bag should be there. FALSE, for 3 hours I call the baggage claim line where a automated system advises that it is on the way. The front desk agent keeps advising that it has not arrived. We have to check out at 12p. Its now 10:30a. I finally decide to call the United baggage claim area in the Puerto Rico to speak to a live person. After the agent put me on hold for 20 mins (its now 11:15), she comes back to advise that she is unable to get in contact with the driver, and basically I just have to wait. So I have to check out at 12p, I don’t know where my bag is, and I have a cruise to get on. At 11:40 a United reps calls us back to advise that the person who was supposed to send the bag out actually DID NOT, and that it would be on its way, we should get it in 15 mins. So in essence someone put in the system that it was sent out, but it was not. So we wait in the lobby, because by now we had to check out of the hotel, BUT we still have to wait for our bag. 25 min later a guy shows up with the bag. No «I am sorry» or «we apologize». NOTHING. I thought that Spirit was the worse airline… WRONG. United is.

Awful service! They say they are short staffed! Gate changed every 20 minutes. Then, luggage took forever to be loaded even after we were all on board, arrived late again, and now changed belt for luggage pick up. Awful, awful service. They need to straighten out or will close down.

It’s a love hate with United. If you have status, it can be ok about 40% of the time. I am 1K so sometimes I am pretty happy with them. Again, maybe 40% of the time. But flying American Airlines is now the new DMV so what can you expect? I guess since we just have to lower our standards it’s not that bad. But I don’t think I would recommend United if you don’t have status, there are other, cheaper airlines that are better. Also, United is changing their Mileage plus program next year to screw everyone so being loyal doesn’t even matter.

I am not the type to write bad reviews. Typically, I understand that there is always the risk for extenuating circumstances, particularly when traveling, and I try to be patient and understanding. That being said, I will never fly with United again. The customer service we received from this airline on our most recent trip was deplorable.
We booked a flight to the Dominican Republic months in advance. Then, a couple weeks before our trip, United contacted us to inform us that our short, same day layover, would now be an overnight layover. Instead of flying from BWI to Newark airport Saturday morning, and then hopping on our connecting flight, we would have to fly out a whole day earlier and spend the night in Newark. The same was expected of us on our flight home. No apologies, no discounts, nothing was offered for the inconvenience. Fine, things happen, and we decided to roll with it. However, when we asked about hotel accommodations the agent refused to provide us with any information. We explained that we would be traveling with an infant, and would need to know details, and the customer service rep was rude and unhelpful. Fine. Again, we decided to roll with it.
When we arrived in Newark, well past my son’s bedtime, we found our way to the United help desk. Again, the agent was rude and short with us. She reluctantly have us directions to the platform to catch a shuttle to the hotel and caught a major attitude when we asked about or luggage.
So, we went to the luggage help desk. We were informed that the agent at BWI tagged our luggage for the DR so we would not have access to it. We calmly explained that our son’s bottles, food, formula, travel crib, EVERYTHING was packed away. We have an infant, these items are necessities. The agent told us they would send someone to *try* to find our luggage, but that it would take upwards of an hour. So, what choice did we have? None. So we waited. And waited. And waited. Finally, after well over an hour, and well past 10pm (did I mention we were traveling with an infant) we approached the agent, who informed us that they supposedly looked three times, but could not find our luggage. Right. So off we went, with no supplies to take care of our child.
We were directed to an area where we could catch a shuttle to the hotel. We had to wait outside, in the cold, at 11 o’clock at night for a shuttle. The place was a disorganized madhouse (admittedly, the airport’s fault, not United) and people kept rushing the shuttles, leaving us and our baby out in the cold. Finally, we gave up and caught a taxi ourselves, which cost us an astonishing $ 28 to go less than 2 miles. When we arrived at the hotel, the front desk apologized profusely and said that the United agent was supposed to call if someone was traveling with a baby, the elderly, disabilities, etc., but they never do it. If the agent had done her job, they would have sent a shuttle just for us. Additionally, they are supposed to call and request a crib. However, since it was nearly midnight by the time we arrived, there were none available. We would have used our own, but, United lost our luggage.
Our experience was so horrific that we could not put our young son through that again. So, instead of staying in Newark for our return flight, we decided to rent a car and drive the 3 hours home. We would rather drive 3 hours after a 3 hour flight than deal with the deplorable customer service that United provides. So, we ended up spending an additional $ 160 to fix a horrible inconvenience caused by United. Our whole experience was beyond unacceptable. We are out nearly $ 200 because of United’s incompetence. Our son had to sit in the cold, stay up hours past his bedtime, and go without his necessities. Never once were we offered any compensation for our troubles.
As I said when I started this post, I am not the type to leave negative reviews, but how could I not with this type of service? I will share our story on every social media outlet I can, as well as warn my friends and family not to fly with this airline. Please, do yourself a favor, and choose another airline when you book your travel arrangements.

I recently took United to San Jose California from BWI and a week later returned. Flights both to and from were awful. The seats are so small I upgraded and United charged my debit card for a third party when there were only two if us flying. It took me 24 days to obtain my refund. We were herded onto the first flight only to be told there was a screw missing in the engine and we had to deplane for an hour delay. On the way home the plane was delayed again getting us into BWI well past midnight. I will take a bus to hell before flying United again!

United Airlines sucks at customer service at this airport. Had flight to Houston agent was so nasty. was like «oh your going to delay the flight» «do this at Houston» etc. Really United !! It does not a take rocket scientist or time to get my miles fixed. Wrote a complaint to airline though and they waited almost a week after the flight to get back Continental wouldn’t pull this BS. Just because you merge does not mean you can treat the customer poorly.

I just wanted to give a head’s up to those parents traveling with a baby. Our experience was shocking, and others need to know. Details below, but the summary is: United Airlines will take away your baby’s reserved seat without warning or notice if they want to sell another ticket.
My wife, 9-​month-​old child, and I recently had a troubling experience with United Airlines. We were flying back from SBA to BWI via a connection at SFO. We purchased Economy Plus tickets for all three of us. We successfully checked in online to our trip 24 hours before, making special care to point out that we had a less than 2 year old with us. We specifically bought a seat for our child so we could put her in a carrier as it is the safest way for an infant to travel. We checked in our luggage at the Santa Barbara airport, and made the short trip to SFO. However, when trying to board our flight at SFO, my wife’s boarding pass would not work. She was not allowed to get on the plane, as they could not find her on the flight. So with baby still attached to her, she had to deal with this extra emotional distress. It turns out that United had completely deleted her from the flight thinking she was our baby. I do not understand how this is possible, as we had checked-​in and had valid boarding passes in hand. Nonetheless, our Economy Plus seat had been re-​sold and was no longer available. She was forced to get a ticket in a middle seat in Economy just so we could still be on the same flight (as this is the only UA flight from SFO to BWI). So we had to split up our family on this 5+ hour flight. I took my wife’s seat at the back of the plane so that she could stay with our child.
So be warned– even if you have bought a seat for your less than 2 year old, United Airlines might decide on your behalf that they want you to have your baby on your lap for your 5+ hour journey.
I’m still waiting to hear United Airline’s response to this.

I love United. I have 2 friends that work for United and I’m proud. I’m always taken care of with this airline and never had any issues with lost baggage. I could certainly use more room between seat (darn granddaddy long legs) but that will be the case on most airlines.
Very nice pilots and flight attendants keep me returning to this airline (and if course my rewards program).

Use to be the best airline program. But they could care less about their loyal customers by making the frequent club harder to obtain premier levels. The greedy snobs make you fly an unreasonable amount of miles AND they want you to pay at an ungodly amount as well. I will need to find another airline you actually rewards me for my loyalty.

We fly to Portland for five days. Our flight back was a nightmare. United doesn’t maintain their planes regularly. Our flight hit the runway three times. We had to deplane twice. We spent 8 hours at the airport. 2 hours trying to get a hotel reservation and rebooked but couldn’t even do that. Had an 18 month old with no nap, no food, and we had no clothes and only enough toiletries for the trip back to Baltimore (aka diapers) because the wife took another flight back (for work).
Had the wife rebook via phone because the 18 month old needed a diaper change, food, and my phone was dying.
We go back, leaving a 4:40 am for our flight at 7am only to find out it’s been cancelled when i try to go through security. We get pulled out of line to be put in a special line.
That special line had 1 person helping us — at a rate of 2 or 3 per hour. At this point flights are getting booked and no United flights were available for DC /​Baltimore for us.
We were like 10 people back; do the math — that’s 3 – 4 hours of waiting; we would have missed any chance of getting out that days since flights were leaving at 11 – 12 to get here by a reasonable time.
The wife ended up buying us tickets, $ 1500 to get us on a Delta flight because at the rate United was going for us, we wouldn’t have gone out that day. We find out later that United overbooked the flight we bought tickets for by five people.
So United is refusing to reimburse for that flight. So if you fly United (don’t), be sure to factor in a few extra days for travel back time because most likely you’ll get screwed. This is the second time, a few years back out of Dulles they stole $ 2500 worth of stuff from my luggage.
It’s a rip off. Don’t fly United.

PART OF A LETTER I WROTE TO UNITED AIRLINES
Dear United Airlines,
To whom it may concern:
On June 17^th, 2012 I had the WORST experience that I have ever had flying on a commercial airline. The customer service I received was terrible after not ONE but TWO flights that I was a passenger on were canceled today due to mechanical failures with both aircrafts (FLIGHT #UA 527).
To explain: I arrived at O’Hare airport at about 05:00 on 6÷17÷2012 from SEA, UA Flight # 302 and boarded Flight UA # 527 to continue on my final destination to Baltimore. At about 06:00 flight #527 took off from the runway and was only 5 minutes behind schedule. But15 minutes into the flight my ears began to really hurt and the cabin was extremely noisy, this is when I realized something was wrong with the cabin pressure. As I was about to inform the flight attendant that something seemed very odd about the pressure inside the cabin the pilot got on the intercom and informed us that the cabin was not pressurizing and we would have to go back to Chicago and land. At first I was ok with the situation, things happen. But what could have been handled in a timely and professional manner by United Airlines of the plane having a mechanical failure was handled very poorly. When we landed we were told to wait on the plane and a customer service representative will make an announcement shortly. Well there was nothing short about it, we waited on the plane for almost an hour without being told anything or even spoken to by anyone from United Airlines. Finally after an hour of waiting a customer service representative informed us that they had another plane for us and that we were to go the gate where the plane was and that this plane would take us to Baltimore. So we boarded the plane and were just sitting there for at least 40 minutes wondering when we were going to take and what was taking so long when the pilot informed us that this plane had a mechanical problem with the dump valve and that it would be a 3 hour fix. This is when things went from just being a little bit bad to be really bad and then things just got WORSE. TWO MECHANICAL FAILURES IN ONE DAY! But again it was not the mechanical failures of the planes that were the worst part of the experience it was THE LACK OF CUSTOMER SERVICE! It was the way it was handled by the staff of United Airlines. When we were informed about the second mechanical failure we again waited a very long time while sitting on the plane for a customer service representative to make an announcement. After waiting about an hour and half we were told that we would have to de-​board the plane and again a customer service representative would make an announcement shortly! Again there was nothing short about the wait, after de-​boarding the plane we waited for another 30 minutes for the announcement. Then finally when the announcement was made we were told that our flight was canceled and that we would all be on stand-​by. We were also told by a United Airline representative that if we wanted to talk to someone about the situation, since many of us wanted to know what United was going to do to make us happy as customers for the inconvenience we experienced that we had to go to
. That there was no one to talk to and we had to go to a the United airlines website (THAT’S SOME SERIOUS BULLSHIT CUSTOMER SERVICE!). After all that (TWO MECHANICAL FAILURES IN THE SAME DAY) and the only thing that United Airlines could tell us was basically that our flight was canceled, we were on stand-​by and we would have to go to
. At this point I was extremely appalled by the way things were handled. We were not told where to go to book another flight, we were not given an compensation reimbursement or a meal voucher, we were not even given the opportunity to talk to anyone about what we had endured and how United Airlines was going to work with us to solve the problem and make things right. What kind of company tells their customers they have to go online to get help! Especially when the customers are at the front doorstep of the company (CHICAGO, IL United Airlines Hub), I did want to talk to a computer, I WANTED TO TALK TO A LIVING, BREATHING PERSON THAT WORKS FOR UNITED AIRLINES AND I WANTED TO TALK TO ASAP!

My parents had a flight to catch to Korea early Monday morning. We arrived at BWI around 5 a.m. and this is where much bewilderment and anger ensued.
We went to check-​in at US Airways (because it was a US Airways flight), but it was operated by United, so we were told to check-​in at the United booth. Okay. But when we got to United, a bitchy representative told us that no, in fact, we have to check in at the US Airways booth. She repeated this three times after we told her that the US Airways rep sent us to her. Frustrated, my dad went back to US Airways where they again told him that he has to check-​in with United while I went to the Information Desk to explain our problem and was told what my dad was just told. We went back to the United booth to a different (and much nicer) United representative and she and another very helpful representative helped us check in…
…ONLY TO LEARN THAT MY PARENTS’ FLIGHT DID NOT EXIST. UNITED HAD CHANGED THEIR FLIGHT SCHEDULE AND FAILED TO NOTIFY US. There were no more flights to San Francisco (where they would take another flight to Seoul) leaving from BWI so they had the option of 1) leaving the next day and miss their connecting flight out of SFO or 2) drive to Reagan National Airport or Dulles and fly out from there. Dulles had the later flight option, so they chose to fly out from Dulles. Miraculously, it only took an hour and a half to get there in rush hour traffic. Upon checking in, we were told that since they have four bags to check, two of them would be charged $ 70 as an extra baggage fee. We were shocked because we had called the previous day to confirm that it was two free bags since they were going overseas. We argued with the United rep who firmly said that the policy had been in place since June 2011.
To my chagrin, it was our mistake since we had been under the impression that it was a US Airways flight and THEY have the free second bag policy. Eff United. Anyway, my parents paid the $ 140 fee, we said our good-​byes and we parted ways.
The story ain’t over yet. They arrive in Seoul and go to collect their luggage. Only to find that just ONE of the four bags had arrived. Just one!!! United managed to eff this up too. How is it that my parents had to fork over $ 140 on top of their plane ticket just to have United screw them over by not informing them of a changed itinerary, yank them around to two different airports, and then manage to lose their luggage?
I will be contacting United and demand the $ 140 back. I realize it may seem futile and petty, but I feel my parents should have some reimbursement for the hell they went through that whole day. And rest assured, besides their return flight back, they won’t be flying United anytime soon.

I try to fly UA whenever I can and out of all the american companies that fly between LAX and BWI this is the best. I would try to pick an international airlines if I was flying overseas since they are more updates with individual entertainment, but for a 5 hour flight I will go UA.

United Airlines — what can I say… I mean nice campaign and all but the reality of things is United sucks! United needs to work more on customer service apart from not having individual entertainment like Singapore airlines on long overhaul flights. The other disappointment is the food when most other international airlines provide you with standard meals and selections of wines– they only serve two pathetic meal (one was udon with three pieces of dark meat chicken and other was cheese lasagne) over 13 hours of flight and wine is $ 6 for each mini bottle, oh yeah I should say thank you for the instant noodles in between! I never sat on a plane that served instant noodles so United is #1 for that. If those damn CEO and managements dont take all the profits perhaps the service can be improved. So getting back to customer service on the overhaul flight from Chicago to Tokyo on United flight 881– my seat was broken so every time I reclined the seat would come back home. I went up to this pan-​asian lady with short black curly hair (yeah you know I am talking about you) nicely to asked if something could be done with that and she was like «can you see I am very busy here»? Then my fellow passenger spilled a can of ginger ale on me and all over the seat — all that with the two airline waitresses right in front me so they proceeded to serve other customers instead of helping with the clean up. WHAT A SERVICE!