George

    from United States - November 21, 2017

    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

    Booked flight from Chicago to New York. Paid average price ($10 less then my colleague). Could not print boarding pass because my ticket was “basic economy”. At the airport United representative demanded that I had to check in my carry on bag because it was 2 inches more than computer bag. This is totally insane. After that the machine issued two tickets for the same seat for myself and my wife. I guess “basic economy” ticket requires two people sitting on ONE seat. The same rep could not help and sent us to the gate (again quoting basic economy status). The gate agent change our boarding passes for two seats again saying that we have “basic economy” fare. This is a SCAM just to get extra $25. It was not over yet. On the plane we found that somebody is sitting on one of our seats. I guess “basic economy” means three people on one seat. The flight attendant just lied to my face saying that they were supposed to have bigger plane. I looked three days before and it was exactly the plane we were boarding. This airline does not deserve to be an American carrier – they should move its operation to third world country and stay there.

    Erika

    from United States - November 10, 2017

    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

    TERRIBLE. Their “Basic Economy” fare was my only choice for a recent flight from ORD to Ft. Lauderdale. First, it was no cheaper than a regular fare. Second – no baggage?! Really? The Terrorist Express! $25 for a checked bag is OUTRAGEOUS. Third: Seat was TERRIBLE, jammed in last row, not able to recline seat at all. Payment for FREE broadcast TV stations, or a FLIGHT MAP? Really? I have to PAY to watch the flight path. The beverage selection was fine, pretty average – thankfully, there was vodka. I will NEVER fly United again if I can help it, and will discourage anyone I know from flying this crap airline.

    Christophe

    from United States - October 31, 2017

    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

    United used to be a good airline company. In the past, if you’d book a coach seat, you would have a carry-on and a check-in bag included, and if you had an extra bag, it was still ok, no extra fee. You would get a free meal, and the entertainment, although it was on the minimalist side (because technology was not what it is today), was properly working (at least, most of the time). Not anymore. Today, well, where do I start? You book a basic economy seat for a price that is proportionally the same as for an economy flight in the past, AND you have to pay for virtually every single thing on top of that. Only one small item allowed with you on the plane (I guess United figured that you might need a pair of extra underwear and socks if you go to the other side of the country) and they will give you a hard time if you bring a second one (like your camera bag, for instance). Which means that, if you bring a small item with you, along with a luggage of carry-on size, they will ask you to check that luggage in and you will have to pay a $25 fee. If you have an actual check-in luggage on top, that will be considered second check-in luggage, an extra $35. If you book a round trip, that’s already an extra $120 on top of your ticket price. Now, note that I am traveling alone. Imagine being in that situation with a family… Once you are on the plane, no meal other than the usual boring pretzels and a glass of cheap soda or juice. Prices for extra food/drinks are, of course, comfortably marked-up (food and drinks that are of questionable quality). I’m not even mentioning the ever missing extra blankets despite the still totally dysfunctional temperature management on the plane. Now, moving onto the entertainment part: extraordinarily, United has managed to make YOU, the ticket payer, use your own electronic devices and ear sets, so they can save thousands of dollars by not having to build-in an entertainment system for your plane section. How amazingly smart is that? Instead, they royally connect you to their internal server (of course, if you want real internet, it’s extra. And not cheap) and allow you to download a ridiculously impractical software plug-in that, if you ever finally manage to download and use it, turns out to be the worst piece of garbage I’ve ever used on a plane to watch a movie. I eventually had to stop the experience. You simply can’t deal with a movie that is so chopped up by the constant disconnections from the server that it becomes literally… unwatchable. By the way, absolutely zero electric or USB plug anywhere around your seat to recharge your devices. Only in selective rows. So, what comes next, United? Paying to use the toilets on the plane? Charging a fee to bring our own device? Another fee to have a reclining seat? Where does it end? How much money can you still manage to save on the back of the customer? Lately, almost every single time I took a United flight, I felt you guys were simply trying to squeeze every dollar out of the customer. I couldn’t wait to get out of the plane. Yes, you can always say other companies pull their own tricks on customers, that you have expenses, that the market is bad, etc… I travel all over the world, and many companies that belong to so-called “developing countries” are better than you and treat their customers better than you do. As far as I’m concerned, From now on, I am going to make sure of one thing: to only put my feet on your planes if I have absolutely no other choice.

    Stephen

    from United Kingdom - October 23, 2017

    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

    AC2502 / UA81 Wednesday 11th October 2017. Cabin crew rude One of the male cabin crew was handing out UK Immigration Forms to the Passengers a number of whom had difficulty hearing over the cabin noise. He got sarcastic and rude. This was uncalled for and NOT good customer relations. A female member of the cabin crew was chewing gum throughout the flight totally unacceptable. The onboard meal was disgusting. In fact it is the worst I have ever had in my experience of in flight meals.

    Carmen

    from United States - October 17, 2017

    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 last trip on United Airlines left me feeling angry, tricked, cheated, humiliated and disrespected. The new Basic Economy fair offered by United appears to be a marketing trick to make their lowest fair seem competitive with other airlines’ basic fares. They are not when you consider the grab for further dollars one experiences at the airport kiosk by attendants stationed there for no other reason than to hold one’s boarding pass hostage until they can very strictly put one through a bag measurement process almost certainly designed to fail most bags. When I made my airline selection for this trip, I had three acceptable airline choices for what seemed to be comparable economy fares, with similar measurement maximums for one’s allowable personal item. I selected United for no other reason than their fare and bag seemed to match the others, but I liked the flight time slightly better. I could have just as easily chosen either of the other two airlines. Had I known the ugliness and embarrassment they would cause me in front of my daughter due to their extortion of further funds at the kiosk, I would certainly have chosen one of the other two. United seems to continually hate and disrespect their customers with policies and procedures designed to humiliate them for needing to fly on a budget due either to family or other commitments. When I left home, I carefully measured both my and my 11 year old daughter’s personal items. Aside from the wheels on her very small child’s size suitcase, both items fit the measurements. I put my purse inside my personal item, such that between the two of us we had exactly two items. The Basic Economy fare does not allow one to check in online before arriving at the airport. One is forced to print one’s boarding pass at the airport kiosk. When one arrives at the kiosk, one cannot complete the boarding pass process without having an attendant approve final printing of the pass by checking the size of the personal item, then scanning his/her badge to unlock the system. The attendant had no problem with our personal items when we left our home airport. We arrived at our destination without incident. United immediately sent me an option to review my leaving flight, but I wanted to wait until we returned home. Returning home from Dallas international airport a few days later was a completely different story. I had to get up in the middle of the night to return our rental car and make a 6am flight. When we arrived at the kiosk, the attendant put us through a rigorous bag measuring process. A zipper on my personal item kept catching on the metal, thus causing a bit of struggle, but I was able to get the bag into the box easily once it loosened. I was VERY tired from having gotten up in the middle of the night, and forgot to put my purse into my personal item. I had to struggle to stuff it in at the last minute. My daughter’s very small suitcase fit exactly, except for the small wheels. Her small suitcase fit under the seat if front with plenty of room to spare on the way to Dallas. Regardless of this fact, the kiosk attendant stated that the measurement requirements had nothing to do with whether or not the item fit under the seat, meaning they were in place solely as a justification to get more money for baggage fees. Once I paid for the bag, the attendant didn’t even finish printing our boarding passes. I had to go back to the kiosk after checking the tiny suitcase to get another attendant to finish printing our passes. The attendants are stationed at the kiosks for no other purpose than to collect more money by scrupulously measuring bags. They are not there for any benefit to the customer whatsoever and could care less about the humiliating them to get more money. Feeling intense despise for United.

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