United Air Lines

Fantastic experience: I would like to express my deepest gratitude to United staff that made my trip to Ecuador with my dog so easy! From the moment I called the airline customer service up to arrival in Quito: everything was just perfect. The staff explained to me on the phone what paperwork needs to be done prior boarding the plane, fees and all. My pup is 17lbs which makes her eligible to fly in the cabin in a soft crate. The staff provided that info with all of the specifics about the crate. On the day, they checked the documentations (which I fully completed in VCA Tempe) and off we went to our journey. The terminals in Phoenix and Houston had pet relief rooms, to make sure my puppy is not holding for too long. Overall, I would always pick United to travel with pets.

Negative experience: Personnel was really friendly, but $200 for 3 pounds overweight was disgusting.

Positive experience: Arrive Early. Customer Service In El Paso is Not Good

Negative experience: I am deeply appalled by the disgraceful and unprofessional behavior exhibited by Krystal P. during our recent interaction. Her attitude was not only shockingly dismissive but also outright hostile. Due to a system glitch, it incorrectly indicated that we required a visa for departure. Rather than addressing the issue professionally, Krystal immediately launched into an inappropriate lecture. Despite showing her clear evidence from the government website that no visa is required, she asked us to take the matter up with the UK government and get them to update their website. After 20 minutes on the phone, it became apparent that we were correct and she had been wrong. Instead of apologizing or rectifying the situation, she escalated her behavior, claiming we should be ‘grateful’ for her service and that we owed her thanks. She even went as far as threatening us that she has the right to unseat all of us. All five of us present were left completely shocked by her condescending and rude demeanor. It is beyond belief that such a level of customer service is tolerated.

Negative experience: I am not sure if it is the weather or the pilot or the aeroplane. The landing or take off are very rough. I don't have this experience with other providers. I also don't like that I have been forced to use a kiosk to check in everything. You should provide a counter for that.

Negative experience: I had the opportunity to travel to Japan and Taiwan flying United and my experience was fantastic. Domestically I hoped for the same but sadly that's not how things always go. I flew to Denver for a few days before resuming my trip to Missoula on August 5th. Before leaving the airport my United App told me my flight was cancelled but an alternative flight leaving sooner and connecting through SFO was available. We raced to the airport and off I went to San Fran. However, I was asked to pay $40 for my checked bag despite paying for it for my cancelled flight (more on this later). Mid flight I received a text message indicating I was being rebooked to a flight leaving Denver at Noon. Did they not know I was already heading to SFO? I get to SFO and race to the next gate, but it's closed and I'm there just in time to watch the flight depart for Missoula. All the while my United App is telling me to return to Denver to board my next flight. In all the confusion, dealing with luggage and gate agents I missed the flight back to Denver. I was stuck in San Francisco. In SFO the staff did all they could but I was referred to the 800 number for actual results. The 800 # was able to return me back to Phoenix because they couldn't get me to Missoula until the next day. I had already missed my rendezvous with a hiking group in Missoula heading to Kalispell and the costs to travel on my own exceeded my budget. I decided to request a refund but United balked. It took multiple requests to get both the luggage fees and ticket cost refunded. They offered partial refunds citing the SFO trip as a redeemable effort. I'm still in the process of haggling with United for a proper refund but I advise you to be persistent and keep the pressure on them to do what is right, if it applies. They benefit from people giving up and just taking it up the wazoo.

Positive experience: The ticket counter opens up at 4:15 only

Negative experience: Take note- we should have left at 7:53pm THE PREVIOUS DAY. Our flight to San Francisco got delayed SO MANY TIMES that it’s been pushed off to 11:30am THE NEXT DAY. We missed our San Francisco to Manila flight and we had to book with another airlines to be able to make it for my husband’s cancer treatment. My husband has stage 4 cancer and he had to have his radiation treatments the day that we should have arrived in the Philippines. Plus he didn’t have enough oral cancer medications due to this delay. We could have understood a few hours of delay because of the Microsoft and CrowdStrike issues, but more than 15 hours delay is UNFORGIVABLE. This was not the 1st time that I’ve had the unfortunate experience of being delayed, but this time is the worst. And also, with the previous experience of being delayed for hours, we never got compensated enough, but I just let it fly. But this time, I’ve learned my lesson- I WILL NEVER FLY UNITED, NOT EVER. Be warned people, United will never be committed to give you a good travel experience. And if you were inconvenienced, they don’t really care. For the amount that I paid in Business class for my last flight and having to book another airlines plus the mental and emotional agony that I had to go through because of that, I doubt that they will ever compensate me enough.

Negative experience: Worst experience at the kiosk will never fly United again. Lady was rude and couldn't take my bag had cash to pay for bag but they want you to get out of line and pay the cash to get a card to pay. Not easy at all. I travel all the time with no issues. United the worst!

Negative experience: Barb C at the check in kiosk was awful and rude when united booked us on a flight we couldn't get on.......thankfully Ana F was professional and explained the situation and was very helpful...... United do better and hire more Ana's and have the Barb C's take a class in customer etiquette

Negative experience: This location has lazy and very rude unprofessional employees. If United wants to get better, needs to check the ground operations’ staff. Especially one of the baggage allowance persons whom l can’t remember her name is a type of the most idiotic rude worker l have ever seen. A silly girl with millions of meaningless tattoos. I tried to reach out to the main office to explain what l had with these people in every detail. They said okay we will contact you to talk about more but no one hasn’t responded yet. I think if you have a chance, better to select others.

Negative experience: This airline is pathetic. Forced me to check my instrument after I begged them to take my money to fix the situation. Nope. They did not care. All I wanted was to carry-on my trumpet like every other decent airline allows me too. Got on the flight and it was nearly empty - So much space for my horn. What is wrong with these people. Never again United.

Negative experience: Do not fly with this airline, cancels the flight for no reason, and then they say you will fly the next day, terrible service and terrible attitude towards the passenger!!!!

Negative experience: Every time they are involved in a flight segment, everything seems To go wrong. A review isn't going to change anything so I'll save a text breath and summarize it... Charter Prices, Greyhound Service, topped with a healthy dose of "You can go online first before I can take your reservation". Not 1 agent in either 2 kiosks until an hour afterwards the advertised operations. Looks like this bird was grounded. Hopefully the maintenance department showed up. Second time in 6 months, same location, same terminal, same alliance, same over priced disappointment. But then again we are in Phoenix, aren't we? I wouldn't even take a complimentary flight from this company if it was offered. Good luck

Negative experience: I consider myself a frequent flyer domestically and internationally. So you could say I've experienced many different airlines in different destinations over the years. United Airline has been no fail the worst every single time. My first time with them was a 14 hour international trip and the whole trip AC was around 65 degrees, with no extra blankets, cold meals, unprofessional flight attendants, unclean environment made me physically sick before event get off the plane. This time was a domestic quick trip. I arrived 40 mins before departure. I know I was cutting it close with checked bag. Got there and the staff tells me they can't check bags anymore, but if someone can take my bag I can still board the plane. I have a long trip after there's no way I can do without my bag. So I asked for the next available flight info there're none until 2 days later. The whole conversation took 10 mins and I asked her can you let me know when is the last chance to board without the bag. Then she told me they closed the door I can't board even without the bag anymore. So I basically missed my flight while I was standing there wasting my time talking to her. And she has all the information she's not event going to let me know that I'm going to miss it if I don't go now. In conclusion....AVOID AT ALL COSTS!

Negative experience: Very unhappy with my 5 delayed flight from DC to Knoxville. Caused me to miss a funeral.

Negative experience: blue spaghetti snack was too chewy

Negative experience: I booked a flight They never notified me that my flight was canceled. Was supposed to leave at seven.i was here at 5AM then it was cancelled and delayed again then cancelled I gave up I just wanted to get home to spend some time with my son.before he was shipped off and it was his birthday they did give me a full refund but at 5AM I might have found a flight home so I could say goodbye

Negative experience: I tried to book a flight and wanted to save money, and apparently signed up for the one where you DON'T get to bring a carry on. So, I naturally tried to upgrade my seat WHICH I PAID FOR, and instead, they upgraded my seat BUT LEFT ME NEEDING TO PAY FOR A CARRY ON. Disgusting service, and intentionally deceptive. This clearly was designed to cheat me out of the service that I paid for and deliberately cheated me out of an extra 40 dollars per person. This was clearly a dark pattern, and was intentional. You should be ashamed.

Negative experience: Terminal 3, PHX. A few of these staff members don’t enjoy their jobs and it shows.

Negative experience: Absolutely worst experience. Will never fly United ever again. Horrible Horrible Horrible Horrible Horrible Horrible

Fantastic experience: Our flight was fast and we arrived early into phoenix Airport. Our coach seats did not have an area to plug in our phones or tablets, so carry an extra battery with you.

Negative experience: It is a bad airline, I bought the tickets and they canceled my flight when I was already in the waiting room, (according to them due to poor payment), but I already had a confirmation number in my email and the money discount on my card, when I contact them for help, the answer is that I have to pay it directly at the airport but I can't because I don't have the card or the money with which the payment was made, I don't have a refund in my account, I missed the flight and Now I have to buy a flight again with my money until they give me back the ticket I had already bought, I have to pay for a hotel, pay for transportation and lose another day because this airline decided to cancel my flight! If I’ll can put zero I’ll make!

Negative experience: Flight was changed twice and the gates were changed 5 seperate times all in a time frame of 20 minutes. The email updates were late and some never shown up. Dont fly with United Airlines unless you want to show up 4 hours late?

Positive experience: Had older plane, was pretty loud. Didn't even have a screen on back of seat

Positive experience: Seats were very close together. I'm am partially disabled from arthritis so they were very uncomfortable.

Negative experience: I decided to travel with this airline because it is supposed to be very professional. I regretted it. The flight was very delayed, they are supposed to give you the meal voucher benefit, they don't mention it, or do I have to ask for it?

Negative experience: United Airlines boarding procedures are ridiculous SLOW…. The people working at the counter and door makes the process horrible…..

Negative experience: Worst airlines we have ever used. Most unhelpful employees I have seen in an airlines. No one had answers to questions asked. Hope I never have to use them ever again

Negative experience: Awful awful airline. Multiple delays, then ended up cancelling the flight all together. They wanted to delay my entire trip by two days because they couldn’t find any other alternate flight… it’s ridiculous they don’t offer more connections with major cities, have awful customer service with over an hour long wait in line, sat on the telephone for over 3 hours today trying to get flights changed and finally just cancelled the entire itinerary because they wouldn’t offer a flight voucher, hotel voucher and they lost my luggage!!! What a damn nightmare. Never again.

Positive experience: Took a red eye for holiday flight back east. Then nickel and dime, you over carry on. So I had to pay an extra $35. The plane was clean, a staff was pleasant.... I survived ...so I guess it was a successful flight.

Negative experience: I absolutely hate coming through united terminal at sky harbor in phoenix!!! We always have problems and the ladies at the counter are rude. A "sorry about your luck " attitude. Somehow we were gold members when we left Maui now we are demoted to silver while traveling!!!. Not only that when we left Kahului we had 3 suitcases comp and now flying back we are only comp 2!! San Francisco is first rate service. Kahului first rate service. Only here at sky harbor airport. They did something similar last time we flew through here. United please try harder at this site. They are horrible!!!!!!!!!!!!!

Positive experience: Great staff. First time flying United. Had frost on plane wings and that delayed us 2.5 hrs causing me to miss my connecting flight. It was inconvenient but it was easy and quick to get me another connecting flight. Overall a good experience

Negative experience: United Airlines is taking business and customer service advice from Spirit Airlines. Honeypot low fairs online to give you a competitive price, but you will pay more than double at the gate for baggage and seat assignment. 23 years of loyalty, but never again. Keep my milage points. #UnitedAirlinesSucks

Fantastic experience: Flew United over Christmas for a first ever family reunion. Fantastoc experience from take off to landing. And BTW.....thanks for carrying Bells IPA (although I wish Kona was available when Im not flying to Hawaii!). Thanks!

Fantastic experience: All of our flights were either early or on time!

Fantastic experience: Appreciate an airline that hires such good employees like Alex Elvia (I believe that's the spelling). He was the gate agent for our 1455hrs flight from PHX -> IAD on 12/15/2023. Mr. Elvia actually cared that I was traveling with three small children (4, 2, 8 months), and went out of his way to secure two rows for my wife and the three kids, which was very helpful. It can be typical of others in a similar position to just "do their job," but an employee like this who goes out of their way to help families that are flying deserves a shout out. More importantly than making United look good, he just did the right thing. Thank-you Mr. Elvia.

Negative experience: Avoid this airline at all cost, all passengers on plane got kicked out because of a toilet issue. Many could not make it to their connection flights to London etc and literally no one on site would help other than our single junior gate agent. Currently in a queue of 20 people, trying to connect to their app, support lines for 10th time. Massive disappointment. It is not a problem to make mistake. But the massive lack of support and dismissive staffs in the whole airline make it a huge red flag. Could not imagine what it would be like if something worse happens. AVOID THIS AIRLINE AT ALL COST

Negative experience: Send said people had to get off the flight to the weight restriction when the real story was an equipment change and they didn't want to admit it they were lying. Then the smaller equipment was broken my dad does my sister

Negative experience: Do not purchase a BASIC ECONOMY ticket on United Airlines. You WILL have to check in at the airport counter and pay to check your bag and you will not be able to carry it on with you. This was my first and last time flying United Airlines due to this policy which by the way was not CLEARLY stated when I purchased the Basic Economy ticket. As the carryon had to be checked, as it is much smaller than most other checked baggage, it arrived DAMAGED. I don't even know why United offers a basic economy ticket unless you are flying with nothing except a personal item which I doubt many people do. So, stay away from United Airlines.

Positive experience: Flew to Italy from Newark. Looked like a newer plane but the seats were the most uncomfortable I've ever sat in. Tailbone was in great pain and I had to shift my body every 10 min or so to try to get comfortable. My travel buddies all said the same thing. No sleep whatsoever. Won't fly United on an overseas flight again. Came back on Swissair without any pain.

Fantastic experience: United is our standard airline. The Phoenix United club is very nice. Brand new. Flight was easy with no complications. I just wish they wouldn’t let people have carry-on luggage. United should go back to the policy of one free bag checked. It would speed things up and make flying a lot more pleasant

Negative experience: Worst airline ever!!!! We were on a 7 days vacations and because of their lack of management we lost our connection flight and we had to spend a hole day at the airport and no one care a bit. Because we missed our flight to las Vegas we lost a trip and a show that day. This is just a sorry airline. And they gave us no compensation whatsoever.

Fantastic experience: First time flying with united. I had to fly across the country to visit my dad after a stroke. While I was there he took a turn for the worst and I had to push my flight back twice. Once by a day and the second a few days after he passed. Very easy process with no change fees (I assume because I was able to reschedule 24hrs before my flight). Would definitely use again.

Negative experience: Absolutely terrible customer service. Didn't book through this company and was transferred due to the Hawaii situation. Treated me like trash at the airport. Wouldn't accept my baggage service that was on my ticket through another service. Would never use this company again in a million years. I've flown with many airlines and United is by far the worst I've experienced.

Positive experience: Excellent service, someone was always there to help me to the next place I needed to appear.

Positive experience: Great customer service but no wifi kinda sucks! On the flights we were on

Fantastic experience: I had to buy a ticket in a hurry and United was the most affordable for emergency ticket. JetBlue cancelled my flight without any explanation. I am glad in a way, because I had a great experience with United. My flight attendant was phenomenal!!!! Very attentive and friendly!!! Smooth trip, we landed earlier than expected. I am now a member and will use their service again!!!

Fantastic experience: This is the first time I've flown United and I really like it! Friendly agents, comfortable planes! United is now my next new go-to!

Negative experience: I fly alot and I’ve never had a worse experience in my life. My bags were delayed, and after being in the PHX airport for 3 days no one can tell me where it is or when it will get to me. They lie and told me it was picked up by courier, but I have AirTags and see it never left the airport. After 3 days my AirTags have stopped working, meaning someone went into my bag and took out the battery or broke them. And I STILL don’t have a bag or any idea when if I ever will get it. Long story short do NOT use United at PHX if you want to have your baggage.

Negative experience: Ticketing agents are the worst service I've ever experienced across any business I've ever utilized. Very ugly people on the inside and out. One of them in particular is extremely judgmental toward customers checking in for things she 'perceives' as wrongdoings toward her (which is everything because she probably spends most of her time in her parent's basement using Twitter). During covid, as we approached, we were putting on our masks as we entered the airport because we were in a hurry. The ticketing agent saw this and walked up to us to send us to the back of the line while being rude about it despite our masks already being on by then. As we went through the line a second time, she looked visibly angry that we ended up in her queue again and walked away from the counter for 5 minutes. She came back with her manager and screamed at us, saying we were being belligerent and also refusing to wear masks despite both of us being very calm, cooperative, and level-headed the entire time. She lied to her manager to try to get us banned because our masks were not put on fast enough as we entered the airport. I had to calm down the situation and explain to the manager why she was lying and causing issues over literally nothing. Thankfully we still ended up on our flight despite this pointless bs. On a second vacation, we had the unfortunate luck of running into this mask dictator a second time, although this time was after covid. I don't think she recognized us, but she made a huge fuss about my wife's leggings not being allowed, and that she needed to wear regular pants instead. Myself, a frequent flyer, knew this wasn't true for economy seats, but she changed in the bathroom regardless, then we got back into line. We confirmed this rule wasn't true with other agents at the terminal, and that the ticketing agent was just being a dictator again. The next agent we got at the ticketing counter told us false information about our bags for the connecting flight that would have ended up getting them lost. If I hadn't double checked the baggage claim at the connecting terminal just in case, they would have been lost for sure. Waste of a whole hour at the connecting airport. This wrong info caused me to skip lunch to chase after my bag instead and sprint back to my gate. We barely made the connecting flight with less than 2 minutes to spare. Again, worst service I've ever had anywhere at any business. United employees are unhinged (as we've seen in the news time and time again), disrespectful, rude, not very smart, and socially inept. They've demonstrated to my family that they don't want people's money, and I will honor that by never using them again and spreading the word.

Fantastic experience: Always a professional flight crew. Efficiency as to operations and courtesy to clients is the theme. When everyone does their part, passengers as well (stow your luggage, take your seat quietly) all aboard enjoy a great flight.

Negative experience: I have never seen an airline that are very racist and hate there customers like united.. i will never ever fly with them again. Black wanna serv black and white doesn't like the world

Negative experience: Terrible customer service! They don’t even make the effort to give you information about extra luggage and they hung up the phone in our face. not travelling with this airline again!!

Negative experience: The plane going to Florida was 5 hours delayed due to not having a crew ready to fly.

Negative experience: Terrible experience. They kept changing our seats to the last row even though I paid for premium seats. Had to call 3 times to fix it 3 times. The gate in Denver kept changing. The walk was over a mile each way and the gate changed 3 times. I'm ready to close the United credit card and switch to American airlines.

Fantastic experience: Really enjoyed my flight with United airlines to Hawaii

Negative experience: What in the name of God is wrong with the customer service agents at Phoenix sky harbor airport? Don’t u dare and ask an employee a question. It’s like you’re about to get in trouble. Never got the answer btw. When I went in line to see an agent. The agent looked at me and said “are u in line”? I look around me and behind me and said I guess I am? Even ppl who were in line behind me laughed at her reaction and thought it was rude. she made me doubt myself for a sec. She asked me again, you’re in the Que? I said yes ma’am I obviously am, can u hep me? She was so rude that she didn’t even answer and waved to come forward. If I wasn’t in a hurry I would’ve reported her to her manager. When I asked her a question about my last name that was incorrectly added to my reservation, she simply said I can’t help u and said: it’s a matter of luck. Try ur luck. My question was about my last name that was typed in incorrectly in the system by an agent when I booked through United Airlines (on the phone) If you don’t like your job, pls leave! You’re making people’s day miserable by ur rude attitude and some of us are already going through some tough times. I’m never ever flying United again! This isn’t the first time!

Negative experience: I think all the airlines have taken a huge step backwards in reliable service. The sad thing is that they dont even care

Fantastic experience: We took our boys on their first flight last week. Our oldest son has autism, anxiety disorder and sensory issues. The staff on our flight was so welcoming and completely set the tone for our travels. They offered the boys an option to meet the pilots and sit in the cockpit before take off. What an incredible experience! My boys felt so special. Thank you!

Positive experience: Our international flight was from Phoenix-San Francisco-Seoul-Ho Chi Minh City. Flights departed 5:30 am, but the ticket agents didn’t show up until 4:15 am, leaving only about one hour for an international check in (luggages, long lines, no wheelchair help). We were almost late. The agents were arrogant; totally different experience than flying with Japan or other international non-US carriers. It’s shameful if you compare how nicely other non-US carriers treat their customers vs United.

Fantastic experience: Quick check-in! I got there too early. Hours of service are 4 15 am to 11 30 pm!

Fantastic experience: Competence when you need it. Even when this Momma bear was close to a meltdown sending the kiddo off. Alex S. made our day by patching luggage through all the way to Europe even though the flights booked weren't cohesive. Saving my teen to have to claim and recheck her bag in Denver which might have gotten prickly with only a 2 hr layover. She made it home safely on a United flight that Lufthansa, whom I booked it through initially, had proclaimed cancelled a mere 3 hrs before boarding. Their text chat is amazing, too. Guess who I'll be flying with in the future.

Positive experience: It depends on the crew to determine your experience. Polaris/1st class doesn't always buy you top-notch service. Sometimes they're just not there to do their jobs. Because some crew were 5 star I gave UA 3 stars, as more were not so good. They need improvement, especially where their fares are so much higher than competitors. Some airport Clubs have gone downhill. Dirty, or no food at stations. Customer care for 1K is not what it used to be and some gate agents, forget it. Hope they improve.

Negative experience: I bought the normal economy ticket I always buy with different airlines. Nothing different this time except United Airlines are cheap skates. After getting my boarding pass it says no carry on. When I bought the ticket online through travelocity it showed nothing about no carry ons. This is the only airline I have every traveled on that doesn't let you have a carry on with a economy ticket. Never want to fly with United ever again.

Fantastic experience: Great experience! Organized, friendly staff, and comfortable seats , kept me informed on flight status by text, smooth process, will definitely fly this airline again!

Positive experience: flown 4 segments now. not bad. I had 5 canceled flights and rebooking was pretty easy. the app did good till the 5 rebook then I had to call in. 2.5 hours on hold. given this was during the snow storm Dec 2023, so it was to be expected. all employees are nice and helpful

Positive experience: Remarking about ALL Airlines, prices where rather high for having fully loaded flights, security sucked so bad I'll drive from now on.. the Employees where fabulous.

Negative experience: If we could, we would give them zero stars. We flew first class (Polaris) to Europe. Service was poor. Food was inedible. We slept in a capsule, totally uncomfortable and poorly engineered. My phone fell between my seat and the shelf it was on, and they had to practically remove the entire seat in order to get at it. My wife's glasses were unretrievable. We let their customer service people know, and we got back a computer-generated response in our email. What a nightmare. It was so NOT WORTH the very high cost of flying first class. The company has lost their way.

Positive experience: Terminal 3 is a bit confusing which is where United airlines flies out of, but the airport staff throughout the terminal are helpful and point you in the right direction

Fantastic experience: Great airline. Great service. Great food. On time travel

Positive experience: My past experiences with United are disgraceful to be nice. This trip went well. 737s DC to Phoenix and back are short on overhead space. Attendants did well.

Fantastic experience: Had a long and rough travel day trying to get home from DCA, with two flight cancellations, but I was kept current with regular status updates both through the United app and from the gate crew. When it was clear I was going to miss my connecting flight due to the delays, the gate crew was very helpful in providing alternate arrangements, one which got cancelled subsequently and another which required I take a taxi to Dulles for a direct flight home. United provided a taxi and meal voucher, which were appreciated, and ensured I got home safely in the end.

Fantastic experience: Short flight... Pleasant experience

Negative experience: This is how United Airline flights look like cleaned and sanitized! What a shame!!!!!!

Positive experience: The flight crews are very professional, helpful, friendly and patient. I typically fly coach even on trans-atlantic trips and I haven't had any issues on the flights. The flights I've been on have typically been on time and touch wood I haven't missed a connecting flight yet.

Fantastic experience: Good service the crew very profesional, kind, the plane was very clean

Fantastic experience: United offers a consistently excellent level of service, something that is hard to achieve with so many employees.

Fantastic experience: I've join the united mileage program and was approved for their credit card in 2012 and after 10 years I can say that it is one of the best airline companies I've ever flew. We had our ups and downs of course. Not every flight was great. However, overall it has been an amazing experience. Just now, I'm again flying with them and I got so impressed by staff willingness to help. I had some questions regarding upgrades and available seats. Everyone that I've spoke with, was polite, happy to be helping, and ready to answer all my questions. Not just the staff, but all of my flights departured on time. And the messages that I've was receiving while on route help make my transfer from one airplane to the other much more smooth. I've also learn that now, if you need some help you can message United and do like a "chat" with an attendant via normal text. Really enjoy the experience. Finally, the united club. Great space to rest, the food was good. Not many options, but everything with good quality. Thank you United Airlines to keep improving every year and to have created a great B2C relationship.

Negative experience: I tried booking a flight with them through their website. When I hit confirm I got an error message and that said they couldn't process the transaction, but they still charged me $600. My fiancee had the same issue as we're flying to the same place on different days. We called customer service and they said without a confirmation number they can't give us our money back. If we did have a confirmation number it would take 14 days to process a refund. The customer service agent said if I want my money back I have to dispute the charges with my bank. Rep didn't even try to help. Their website messed up, they stole $600 from me and went "nott my job, not my problem" when I asked them to fix this issue. This was my first experience with United, and it will certainly be my last. When I get a refund, I'll take my business to an airline that has their act together.

Fantastic experience: Phoenix terminal for UA great. Arrived and a UA attendant Chad immediately walked up to us to assist with checking baggage at the kiosk. Then drop off at the desk was less than 5 min. And desk staff pointed us in the direction to the gates . TSA checkpoint was a breeze. Guess it pays to have an early flight , the tsa agents all friendly in good humor . I had about 25 packets of a Optavia shake supplements ( weight loss plan) and 10 bars all in a plastic bag. Agent used a wipe to swipe the inside of the bag carefully and was professional, made sure I observed . Use the bathroom on the same level as tsa check in by the elevators . 2 unisex ROOMS, spacious for handicap also .... A very good experience . Haven't flown United in a long time , will need to check them out more often

Negative experience: I arrived yesterday from Brazil and my luggage didn't show up. The "BAGTRACK" service is awful. It is showing that my luggage is at the airport since yesterday. Nobody answer my call!!!! Terrible airline company! They don't care about their costumers.

Negative experience: 0 customer service with a lot of attitude. They intentionally mess up my wife’s boarding ticket so she had to wait for long time with our kids to get her next boarding ticket . They were extra obstacle instead of help to my wife’s and kids stressful trip.

Negative experience: This airline is a joke. They didn’t have enough people to fill a larger plane so the flight was changed to a smaller plane. It seats 49, 49 tickets were sold. Now we’re waiting in the gate, and they won’t let us board because the plane is “overweight”. I have a mathematic question. If they know how many people have tickets booked and they know the max baggage weight allowed for checked bags and carry ons how is the plane “overweight”. It seems to me as if they knowingly booked too many passengers banking on a handfull not showing up. Sounds like some obvious corporate greed.

Negative experience: This airline hates corgis.. we booked 1st class tickets with extra leg room but even though our Corgi has flown with other airlines and fits perfectly in 18x11x11, he was too big for United.. Apparently United wants dogs to be standing upright during the flight because that's how dogs like to travel for 5 hour flight. Delta is the best airline to travel with your pets.

Negative experience: I agree with last post. Worst customer service ever. Profiteering on flight credits from Covid. Too many variables and when re-booking extremly extremely expensive. Almost better to just eat credits and rebook with another airline. There is more availability and more reasonable rates. Pricing is rediculess and blacked out flights when using 3rd party booking agents. Spent 5 hours on phone sorting out a change of destination.Hilarious as if the company UA and Expedia thinks the general public is stupid. AA is such a better airline all around. Always book direct! Sad that companies that make billions annually put the screws to the little guys that make them successful.

Fantastic experience: United has really come through during the pandemic and beyond, staying on schedule and providing really good service.

Negative experience: Worst customer service I've ever received. Extremely rude and unhelpful check in staff. Offered to pay extra (give the company money) to remedy my situation and they dismissed me. Asked to see if there were other flight options and they said no even though they had no idea what flight I was on to begin with. Was the only customer in the entire check in area so holding up other customers was not an issue. Will never be flying with United again. I hope they can work on treating paying customers with a little more kindness.

Positive experience: I am a gold member in united and you will get most benefits with it. Good price for international travel.one new thing I learned this time is for connecting flights the baggage rules will be applicable for first flight you take,so if you are flying from India and you have a connecting flight till you board united, all benefits you loose. I just want to say just dont provide single itinerary then. Please keep this in mind before you book. Hope it helps.

Negative experience: ***ABSOLUTE WORST AIRLINE*** - was just witness to 5 people being kicked off a flight for having masks below their noses for 1 minute while they got their toddlers situated for a flight. Even with dozens of witnesses to the contrary, the 80yr+/- old stewardess said they "refused to wear masks." If this ridiculous discrimination is taking place on multiple flights, I can promise there will be some interesting class action lawsuits. UNITED is the cheapest for a reason. Fly with other airlines who can afford competent staff.

Negative experience: Hated it. Can't pick your own seat, have to pay to check bags, least desirable snack food and you can't bring your own snacks. They don't allow you to eat your own food.

Negative experience: Might as well have drove to phx...delays, missed connections due to their own delays, no help, 11+ hours of b.s. The drive Is 9 hrs, should have drove.

Fantastic experience: Jesus is coming soon! Get ready! He loves you! Yes indeed!

Fantastic experience: Everything was perfect. On time. Phx to IAD.

Positive experience: United is located in terminal 3 in Phoenix sky harbor airport. This terminal was recently remodeled, it is nice, a bit smaller than terminal 4 in ticketing area but after security check in area it is like any other terminal. Present day (Oct'21) United requires all passengers go wear mask all the time, but they don't ask for Covid vaccine proof or negative test results for domestic flight. If you are traveling during lunch or dinner times I suggest you carry or buy your own food, they serve drinks twice in 4 hour flights but the food options are not interesting. The staff at check in and airplane crue was normal, friendly.

Fantastic experience: United Airlines does great work. My only bad experiences are only ever from other passengers. Oh man the stories are insane.

Fantastic experience: My favorite Airline. Off we go again. Great seats. Looks like United Club at PHX is open

Fantastic experience: Everyone From the gate staff and Flight Crew and Flight Attendance were extremely helpful and Courtious. Will definitely fly United again in the future.

Negative experience: I’ve been on a lot of bad flight but this one is up there with bad customer service and dumb rules. This is 2021…. LET PEOPLE PAY FOR THINGS ON A FLIGHT WITHOUT HAVING TO SIGN 13 FORMS AND THEIR FIRST CHILD AWAY. You’re losing out on a lot of money and I want a cheese plate.

Positive experience: Wow. The airline just doesn't have together with the flow of functionality. Took 24 hours to get to northern Cali and 18 hours to get back to Arizona. One layover which due to initially being late you will miss . .. 3 cancellations on flight out with the fourth departure being the winner. United airlines didn't use to be like this. They use to be on their game with staff on top of their duties. Staff was pleasant and offered assistance.