from United States - January 16, 2019
Flew Economy Class
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.
from United States - December 29, 2018
Flew Economy Class
UA flt 1733 IAH to Belize Christmas day 2018. First, 2 yrs ago we flew United to Belize from San Diego through Houston with arrival in Belize City the same day. This time United did not offer flights as convenient. We flew from SD to Houston departing at 1:30 p.m. (earliest flight we could get) arriving in Houston at 6:30 p.m. Seat pitch in coach was just barely tolerable for me at 6′ 3″. The connecting flt was 7:30 a.m. the next day (Christmas) which meant getting a hotel for one night. Added expense. Christmas day the flt leg Houston/Belize the seat pitch was even tighter and quite uncomfortable. Flt was far from full with empty seats sprinkled throughout the plane including the exit row. I spoke to a flt attendant about the exit row and the only option to sit there was to pay for the difference by credit card. I asked if they could transact frequent flyer miles for the seat and they said no. All this because of UA squeezed down on the seat pitch. Passenger comfort and convenience is secondary to the almighty dollar. Thx UA. Request to UA 1) Bring back flight schedules allowing travel from San Diego to Belize in the same day. 2) MAKE ALL COACH SEATS THE SAME PITCH!!! There should not be that much variation aircraft to aircraft when they’re the same aircraft type. I look forward to the new legislation bringing some sanity back into the equation. https://www.cnbc.com/2018/09/27/airplane-seat-sizes-would-be-regulated-in-faa-law.html
from United States - December 28, 2018
Flew Economy Class
Flight from HELL The fight was delays 3 hours , 2 for obscure reasons of plane being replaced by another coming from somehwere else, and 1 hour because there was no crew for boarding. The staff at the desk for another earlier flight refused to help when I tried to switch to an earlier flight despite seat availability and even after i called united they said the could have done it on the phone!!! The plane was diverted to San Antonio because of passing thunderstorm and the pilot refused to fly us back to houston. remained in the plane more than 1 hour because the pilot could not find a gate after landing. we were dumped at San Antonio and told to take the bus back which is 3-4 hours drive The buses never showed up or showed up late and I found myself having to rent a car and pay more money (150$) and drive myself back to the airport to pickup my car, pay extra parking fees for the delay and drive myself 1 hour back to home. NEVER FLY UNITED AGAIN EVEN IF I HAVE TO PAY 1000 $ MORE
from Canada - December 13, 2018
Flew Economy Class
Holding customers for ransom? I recently had an unbelievable experience flying to Mexico on United with a bike. Booked the flight several months back, checked with the United call centre on charges for taking a bike and confirmed what I’d read earlier on the United web site. Both made it clear that if the bike bag fell within weight and dimensional limits it would be charged simply as a second item of checked baggage i.e. $50. When I checked in at the airport, the United agent insisted that I owed an extra $200 (!) for the bike even though it came in under 50 lb limit and was the standard dimensions set out in the Airline’s limits. No amount of back and forth would bring them round to honour the original terms. And curiously my two companions who had checked in a little earlier for the same flights also with bikes were charged much less — one paid $25 as it was his first and only item of checked luggage and the other was charged nothing for his bike as second item (his was in an identical Evoc bike bag and weighed just a little more than mine). The experience left a very bad taste. What can you do but pay up when you have already bought the ticket and will be leaving soon? This seems to be the kind of business practice you would expect of a dubious, disreputable business or one might experience in some part of the world where corrupt practices are more common.
from - November 6, 2018
Flew Premium Economy Class
I made 4 transatlantic flights with United in the last 12 months. While there are airlines that I prefer servicing other parts of the world, I find that United is reliable,and professional. Their website and iphone application work well, and generally, it’s fairly easy to travel with them. The ground crews are friendly and professional, unfortunately the flight crews at times are somehow lacking in “people skills” – they are professional and reasonably efficient, but on this last flight in particular, they don’t make you feel welcome. There’s also a noticeable attitude regarding what the flight crew’s duties include and don’t include – for example, no one tried to even put towels near a toilet that seemed to have a slow leak. I have noticed a real effort to improve the onboard meal selection (although please get rid of the honey ginger icecream)! While I find the charge for a bit of extra leg roomabsolutely excessive, I trust United to ensure their passengers safety.