Definitely not the best airline out there. I have flown >20 airlines around the world and other than Go! (Hawaii), it’s the worst. When I actually flew to Hawaii earlier this year, there was no in-flight entertainment as had been promised (and emailed the day beforehand), as our plane was substituted out for one that probably was made sometime in the early 1990s (now, 20-25yr old).
This week, for crew changing reasons, my flight out was delayed — or rather we sat at the gate for 35min after boarding and then got de-iced. When I got to Dulles 19min before my next flight, I had to book it from terminal A -> C. The gate agent in A said “they know we’re running behind, just get over there quickly and you’ll make it.” I ran – I’m 29, not 80 – and got there in 9min despite the train, and 1/2 a mi of jogging, etc. The plane sat in front of me for 15 more min at the gate, yet they had already closed the boarding. “United’s policy is that we don’t hold the plane for anyone.” The customer service counter was right next to my gate so when I went to complain, he kept looking behind him saying “well it’s still here but you can’t get on it.” 6+ hr later and a different arrival airport, I left that hellhole of Dulles. I was told the delay was “weather” (it was not) so they were unable to give me so much as a meal voucher- “our policy!” And the lady at the customer service counter rolled her eyes at me which put me over the brink of being ticked off
The worst part of all? On my flight back, we were 20min late leaving Newark (fine, I understand). Why? Because they were waiting for 3 other people trying to make the connection because the prior flight was delayed. What about this “policy” you quoted me 100x at customer service?!?
Do yourself a favor and book another airline… Delta, SW, JetBlue, anyone else really
