2.8/10

    From 437 passenger reviews

    Dmitri

    from United States - March 6, 2019

    Flew Premium Economy Class

    Overall Score

    8/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      Yes

    In the middle on June 2015, I flew on a United Airlines flight from Las Vegas to Washington Dulles. It was on a pretty new Boeing 737-900ERS. The boarding was quick and easy, and we departed right on time. The staff was swift to answer any request, but didn’t seem enthusiastic about their job. The seat was very comfortable, and the extra pitch is definitely worth dishing about an extra hundred bucks for. The IFE had DirecTV, with a wide selection of channels. It was a little pricey, though. The food was great, giving you a lot of good tasting stuff for a relatively low price. Our baggage was handled great throughout the flight. I would recommend flying United on this route, or any.

    German

    from Canada - February 12, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Not sure how to start… but I Just have to say HORRENDOUS experience “cheap service” on flights operated by UNITED last February 9, 2019 I had three but the last one it was the worst ever taken in UA. It was just awful experience only happened in Air China domestic flights.
    UA1009 IAH-BOG Economy Plus Red-Eye. The most deplorable flight I ever had in UA a combination of not working Wi-Fi, Not working Private Screening, Not working the electric outlet between seats, horrendous food that was not able to eat, arrogant service from one lady; 5 hours nightmare on that flight, not even able to connect any device because the outlet didn’t work properly. Internet only works on Continental US (most of the flight over the Caribbean), no back-seat screen to watch at least the flight path. Using a domestic aircraft for 5 hrs international flight similar time to EWR to DUB. It was HORRENDOUS UA it was improving but this one took me to the bottom again.

    JOHN

    from United States - February 7, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    United Airlines Customer Service — I had the seemingly bad luck of flying with your airline in January 2019 from Oklahoma City. My locator is K4LYY3. After getting to the airport I found out my flight was cancelled. Once I found out I went to the nearest United ticket counter but on the way ran into a gate agent. She was shorter fair complexion Asian or Hispanic I believe with heavy makeup. I explained the situation And she says “you should have known the flight was cancelled since 1pm.” How does chastizing me help me get home? I responded sorry I was at work I didn’t know. She keeps repeating oh you were at work, oh you were at work. She tells me her plane is arriving which wasn’t at the gate refused to help and does a slight jog to the gate and tells me to go back through security to the ticket desk. I walk past get gate and get and still no plane in site. Once I get to the ticketing guest outside of security the agent simply keeps repeating that “flight is cancelled due to weather”. I ask at least 5 times what does that mean. She reluctantly says after me asking repeatedly what does that mean, that I have to get myself a hotel for the night. She doesn’t offer me any kind of information on how or who to call. She just ask if i was from there and I said no. After I ask another agent what does this mean she hands me a pink form with number and how to get a hotel. I then go back through security and once I look at the board I see a flight that will get me out of OKC with these very unhelpful United Employees. I call customer service and they rebook me on the IAH flight so I can get out of OKC and guess whose gate it is… The gate agent who says she was so busy even though the plane had not arrived and was being very dismissive The agent on the phone checked me in and I had them on speaker phone. I explained that to her and she goes policy is we can’t let you on the flight because it’s too close to departure. The same lady that told me I should have known in our previous encounter says says “you should have called earlier.” I emphatically explain how when I’m checked in already and I’m on the phone with a United Employee. He was on speakerphone “are they not letting you board? You are checked in.” She again says no and to talk to her supervisor and points. The supervisor was a heavier set taller African American woman and says no again after I took told her I was already checked in. She says it’s policy but then reluctantly walks over and let’s me board as if she was doing me a favor. You all cancel my flight and I get subjected to all of these hoops and harrassment to get help. Your phone agent rebooks and checks me in only for your gate agent to deny me. Then all of a sudden they can let me on the flight. Apparently policy didn’t matter then and I wish the ordeal stopped there. When I get on the plane all of the bins are closed so I ask where can I put my bag. As far as I am concerned it could have been checked. The flight attendant Penny (tall older caucasian woman) gives me a bewildered how do I know look and ask what seat I’m in. It really didnt matter when I’m one of the last people on the plane and all bins are closed. I just needed a spot. I go to my seat and open multiple bins only for her to to walk back and open one bin that has room and wasn’t by my seat. Well why do you think I asked you in the first place? I have been failed at multiple levels by United airlines employees in OKC And would describe them nicely as less than helpful. Nothing about this experience makes me ever want to deal with your airline. I was literally in shock you all treat people like this and apparently your policy didn’t matter to the three people that got on the plane after me.

    Enrique

    from United States - January 20, 2019

    Flew Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Few from OMA to EWR in basic economy, which was a mistake. I did not know that I was not allowed a carry on, only a personal item, so I was forced to check by laptop case containing my laptop and expensive camera equipment. Going to EWR, we rode the EMB-170, which is a on frills aircraft, with no in-flight entertainment system, power, or USB charging port. This made it a boring flight to EWR, but at least the seats were wide enough and the seat pitch was decent. On the return leg, we flew on the ERJ-145, which is little more than a lear jet. Extremely cramped. We sat in the 2nd to the last row, and this air is as loud as the C-17 cargo aircraft. Seats were narrow and very little cushioning. The tray table was pressing up against my stomach. And to make matters worse, the light for the lavatory was malfunctioning, which the flight attendant apologized for. I will NEVER EVER fly aboard the ERJ-145 again, nor basic economy. In the future, I will pay more and take another airline even if there is a connecting flight. All I could do is suffer through it and count the minutes until I was off of this aircraft. Shame on you United for using this plane for a 4 hour trip.

    Courtney

    from United States - January 16, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    My flight had been booked for several days. Round trip in one very long day that began at 3 am. Our plane was supposed to board at 6:50. However, after we waited and waited, they announced at 7pm that our flight would be delayed a half hour. I chose to get a meal at a nearby restaurant while I waited for this delay, and reported back by 7:18. However, when I arrived to the gate to check in, I was declined admission and informed that they gave away my seat. We still have several minutes until take off (7:30 pm due to a half hour delay), and I had waited for over 2 hours for this flight. The attendents unapologetically denied me the $300 seat I had reserved days in advance. They were willing to do absolutely nothing to remediate the situation. It is completely unacceptable that they could unrightfully give away my paid for seat to someone else after they delayed the flight at the last second like they did, and still would not give me my seat despite me being present at the delayed boarding time. I don’t understand how this is acceptable behavior or customer service.

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