Menu
United Airlines
United Airlines Customer Service Phone, Email, Contacts

United Airlines
reviews & complaints

www.united.com
www.united.com

Learn how the rating is calculated

2.0 253 Reviews

United Airlines Complaints Summary

60 Resolved
182 Unresolved
Our verdict: When using services from United Airlines with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
Verified
The authenticity of the customer service contact information for United Airlines has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of United Airlines. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

United Airlines reviews & complaints 253

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
1 review
1
10 reviews
Sort by:

Newest United Airlines reviews & complaints

ComplaintsBoard
R
10:22 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Exorbitant airline fees for surfboards

I was charged $175 for checking my surfboard (ca 7 feet in a padded travel bag) from Honolulu to San Francisco. To add injury to insult, my board was severely damaged en route--cracked ("flexed") across the deck of the board about 2/3 up from the tail, and the tail smashed as well. I used to grumble about the $50+ charged in years past, but $175 is excessive. Surfboards are indeed unwieldy, large and susceptible to damage, but they are also comparatively light and damage (particularly the kind of damage my board sustained) is easy to avoid. The UA representative at the baggage claim told me that I could not file a damage claim with him, stating that the only venue for this was online. He claimed that the damage was not UA's responsibility despite charging me $175 for this "service." And despite numerous phone calls to UA in the aftermath of this BS--each ending with a promise from the UA representative that someone from UA would be getting back to me to help me resolve this issue--no one has responded.

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
1:21 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Poor Customer Service

Mileage Plus customers are treated like second class citizens. I travel frequently for work, but my organization's policies do not allow me to accumulate miles. So most of my miles come from purchases. My complaint is about the few number of available awards seats, the number of miles needed and the customer service when booking and making changes to awards tickets. It's as though I am trying to get something for nothing when in fact Miles Plus is UNITED's program and not my personal work around to paying. Miles Plus customers are in fact United's best customers, simply by the nature of the program. Hey United, try thinking of us in that way.

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
Mindi Roberts
Ridgefield, US
Feb 12, 2013 2:07 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I just got off the phone with Linda Lee in customer service regarding a question on a credit card statement. I have to say that I have never talked to anyone in a customer service position with such a condescending tone/attitude. She kept cutting me off in a rude tone and was not a good listener. I had to ask my question 3 times before she gave me an answer. People like this should not be in customer service positions...it really hurts the credibility of the Company and makes it very uncomfortable for people calling in for assistance.

ComplaintsBoard
W
2:10 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Never fly with them

I had a ticket for a flight out of Chicago (Ohare) to Los Angeles (LAX) on a Sunday night. I got to the airport to find out that the flight had been overbooked and I was placed on a "confirmed awaiting seating assigments" list. Unfortunatly not enough people missed the flight, or volunteered to give up there seats so I was bumped off the flight. In this process of waiting for my seat I was confronted with rude employees, who didn't care to explain the situation to me. I am only 19 years old and I have never had this occur, I was very confused, and no one cared to help me with my questions. I tried explaining that I had school the next day and medication I needed to take in my luggage, yet the staff waited to tell me that I didn't make it on to the flight after the plane had already taken off. They got me on a flight the next morning, then told me I could choose between $575 or a free round trip flight. The rep told me that taking the $575 would be smarter, so I did. He then said United would put me up in a hotel room and pay for transportation there. I live with my family and wanted to go home so I asked for transportation money instead. The representative calculated how much a cab fare would cost to my town, and came up with $25 each way. He then gave me two $25 vouchers, one for the way there, one for the way back to the airport. I have no idea how much cabs cost and believed what I was told, and accepted the vouchers. When I arrived home the cab fare was $80, I was beyond mad. I am a college student who is very low on money, I can not afford to pay for OTHER PEOPLES MISTAKES. I had to take a cab to the airport the next morning which cost about $80 again. I talked to several people at the airport and all they told me was basically that since I had accepted the vouchers that there was nothing they could do about it. They also told me that since the economy is so bad that they can only give out $25 vouchers, and that I could call customer service but they would just tell me the same thing. How on earth is a hotel room and transportation equal to two $25 vouchers? When I got to LAX I had to get another cab since the person who was going to pick me up the night before had to work now. All these cab rides costed me around $250, once again, I am a college student who has very little money. So basicaly United screwed me over, I was unable to fly out on Sunday night, I missed school on Monday, I could not take my medication and now have to see a doctor to try and somehow fix this, I had to pay $250 in extra cab fares, I didn't have my clothing, mediciation, and other things I needed that were in my luggage which was on the plane, I was faced with several rude employees and I wasted hours of my time waiting at the airport. I will never fly United again and hope those of you reading this will choose a different airline as well.

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
10:36 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Scam

If I had received a little bit of compensation for my mutilated luggage that I got back from Continental Airlines I would have forgiven them for the cardboard sandwich with melted cheese that I got during my four-hour flight back from Houston.

I looked over at the packet of hot sauce that came with the meal. I remembered my brother telling me how he carried a bottle of hot sauce while in the military because anything with hot sauce is edible. To Grin and Bear It is how he often described his time in the Marines. If only I liked spicy I could grin and bear I ate my desert instead.

To grin and bear is apparently something that Continental Airlines promotes and expects from their customers.

Continentals even got this customer service phrase thats pretty catchy, There is nothing I can say that will make you happy.

After the continental rep (we will call him little man) said this regal phrase I wanted to respond with, there is nothing you can say that will keep me from taking the wheel that was ripped off of my luggage and smacking you with it.

But, I digress

So, isnt that a long way from the customer is always right? But, the pendulum swings back- all the way back.

We have been left at the end of the tarmac, paying for extra luggage, terrible food, horrible customer service, delayed or canceled flights and sometimes we have to sit next to people who have a little to much junk in the trunk.

This is what its come to. As we struggle in a hopeless economy, with cost of living cuts, where my management gives me a title instead of a merit raise- my yearly evaluation is coming up at work and I just got crowned Director of Marketing and Community Relations.

Can you smell what the rock is cookin? We have no choice but to grin and bear because we are just lucky to get a flight that gets somewhere on time without having anybody plant a bomb in their shoe, or open an emergency exit. And, arent we lucky just to have a job in this economy.

So, cant I come home from my Costa Rican trip Yes, I was in Costa Rica and stayed at the Four Seasons for a work conference that my boss paid for. But, dont judge- this is the reason I didnt get violent with little man.

I left the Continental Counter and my brother would be proud- as he would grin and bear too. But, is it weird that I imagined pouring hot sauce all over little mans Continental head?

*In Continentals defense, they did give me an actual explanation: Continental only compensates for luggage when they tear the actual suitcase- meaning my wheel was not part of the actual suitcase. Continental said the wheel was an addition to the suitcase. However, my wheel did not come separate from my suitcase. In fact I have never seen a suitcase without wheels?

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
H
8:24 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Scam

Where do I start. I would have to start by saying the United Airlines will not work with anyone when it comes to being able to switch a name on a ticket when someone is unable to travel. I was no longer able to travel on a vacation that a friend won thru her place of employment. The vacation was booked in October and when the vacation got closer I was not able to go. She had a fiend that was able to go on the trip with her and so all we needed to do is change the name on the ticket so her friend could go. All they kept on saying is I can offer you a refund to use towards a different flight. As you might see here it was not my trip won and not a ticket for me to use if I was not able to go. They said they would give me a $150 voucher if I cancelled the ticket to use at another time but the ticket was for $500. Yeah big deal on that ticket. I just dont understand how a company this big wont work more with their clients. Lets see how many people can read this and decide for there next vacation to not use United. I think it is funny how something for $500 they will risk where they could lose more then that by people not using the airline.

Read full review of United Airlines and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
U
U
UA - 1K
Chicago, US
Aug 09, 2010 9:42 am EDT

You seem to be misinformed about your rights and expectations, perhaps due to your own ignorance.

Perhaps you owe United an apology...!

C
C
ComputerFixerUpper
Elkhart Lake, US
Jun 07, 2010 2:30 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Due to DHS, you cannot just change a name on a ticket, unless its to correct a mis-spelled name, and even that is hard to do in this day and age.

Obviously you have not traveled much, and dont know the rules, and this is a big one. You would have to get a refund for the original ticket (not in cash, but a voucher good for use on United), and then repurchase a ticket, which may or may not be a higher fare than the first one.

This is the way it works, and you should read the rules before complaining.

S
S
sjneft85
, US
May 07, 2010 7:30 pm EDT

shouldn't you read terms and conditions before you pay our money for anything, no matter if it's travel matter or anything else? i'd recommend that. i don't know any airline that would change name on the ticket... if ou only had to deal with united and make statement based only on it, you have no right to blame them and call them names... there're no airline that do change name on the ticket... thanks. and read more...

ComplaintsBoard
J
8:13 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Fraud

I booked round trip flight (UA 0334) from Minneapolis, MN to Chicago, IL for my family. However, my wife decided to stay home with our 15-month baby instead of taking chances with airport delays due to expected snow storms in Midwest region. I called the Customer Service line and requested that the ticket of my wife be cancelled. I was told that if I cancell one both of the tickets would be cancelled. Then I told the persona that I do not want cancel my ticket but only that of my wife. He said he could cancel the tickets and then put me to a flight that was leaving one hour after my original flight. Moreover, I inquired about what would happen to my returned flight on Sunday. He assured me that since there were seats available in that flight; he would rebook me the same flight. I said OK. He asked me about my credit card information. As soon as I gave the credit card information, he hung up the phone. I received an email from United Airlines confirming the cancellation of the previous ticket (Confirmation no: S6MHW8). I waited the next email for my new reservation. It never came. I contacted the customer service center again. They told me: there was reservations for me and worse there were no seats available in other flights for the day. I asked them how they could cancel my ticket without securing me first for another reservation. They ridiculed me. Because of their accent, I asked them where they were located. They said in New Delhi, India! I requested to talk to a manager but they would not do. I was and still very frustrated with United Airlines. I had to cancel my hotel reservation with penalty because there were no other flights from any other Airline for such a short notice.

By outsourcing customer service to New Delhi, India, United Airlines may save some money but I assure you that the customer satisfaction is going to go downhill. Instead of hiring customer service professionals with traditional American courtesy, United Airlines decided to do on the cheap---outsourcing customer service to untrained, rude, less paid, Third World employees! Is this worth the price? I am a very, very unsatisfied customer. United Airlines ruined my holiday! Customers: stay away from United Airlines. I normally fly with Northwest/Delta but this time I made a huge mistake and I paid a very heavy price.

Read full review of United Airlines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
K
K
Kit07
, ZA
Jan 08, 2010 12:28 pm EST

Wow. That's disgusting customer service. I work in reservations for an airline. If two passengers are travelling and one wants to cancel, we just split the booking and cancel the right one without the other passenger losing their flights.

M
M
Marko123
Stafford Springs, US
Jan 06, 2010 9:55 am EST

Yes the language gap is horrible, and they repeat everything you say but in a different way. We had a simular problem for my son on his way from TX to CT it was the worst experience we ever had. And the best part? You would think the supervisors speak english so you can complain to them and guess what, Bamm that guy is Indian also and so is his boss. Please ill pay the extra this is America if I was in Germany I would need to know how to speak that language. United is not the only ones tho, many many companies are doing it. Dish network is one also and try this, tech support for Belkin wireless set-up .OMG!

ComplaintsBoard
S
11:34 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Worst airline ever

For 6 years I have avoided flying on United Airline s. In 2001 I was booked on a flight out of Denver to New Orleans. My 26 year old daughter lived in New Orleans and had suffered a brain anuerysm and was dying. I borded the plane with my son, hoping to get to New Orleans before she was gone. We got on the plane and the announcement came over the plane speeker that they could not take off because the plane was to heavy and there was a problem with the landing gear. I went to the front of the plane hysterical and begging them to put me on another fllight. The other passengers in the plane heard my conversation with the crew and many volunterred to get off the plane so we could take off. The plane finally took off a hour late. When I got to the hospital my daughter was declared brain dead and I had to give them permission to turn off the life support. After that trip I have never flown on UNITED AIRLINES again. Until Last Sunday September 23. My husband who is recovering from heart surgery and I flew UNITED to seattle to go on a Alaskan cruise. We flew out of Colorado Springs and connected in Denver. As usual the flight out of Denver was delayed for over an hour and over booked. We got to Seattle at 9:30pm instead of 8:15pm, but we were ok, we had given ourselves a extra day in Seattle just in case.

We went on our cruise and we were returning home on Sunday Sept 23. We had a 5:40am flight out of Seattle. When we arrived at the air port the UNITED counter line was packed. My husband and I proceeded through the line with our 3 bags. When we got near the front of the line a man was standing there near a scale and tellling people to weigh there bags. If the bag weighted over 50 pounds they were told to go to a area next to there counters, open there bag and redistribute the contents to get the over weight bag under 50 pounds. If they could not do that there was a $50 charge for over weight. These people were on the floor crawling around with ther e bags open in front of everyone in line. To me it was the most humiliating thing I have ever seen. Well my husband and I get to the scales and one bag weights 55pounds and the other weights 63 pounds and I had to lift them on to the scale. The man tells me to go to this area and open them and re distribute the weight into a third bag that was full of our purchase from our cruise. I asked to talk to a supervisior. After a few minutes she came with a attitude, I told her the bags had the same things in them as they did when we left Co. springs and that no one said anything in the springs. She said to me well they weren't doing there job, and its your choice you can redistribute the weight or pay the charge. I explained to her that there was no where to put the items that all the suitcases were full and that I would not be humiliated crawling on a airport floor to do that even if there was room. She said well that is your problem and walked away. My husband was so upset he said we will pay the hundred dollars, forget about it. I will NEVER fly UNITED airlines again. EVER.. They are the most un helpful un caring, crummy airline in the world and I will never buy a ticket and I will bad mouth them in every airport I enter.

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
J
J
JPizza
Las Vegas, US
Dec 09, 2009 5:43 pm EST

I am an office mgr at a law firm in LV. Our atty had a similar problem as his son was deploying overseas this morning. United Airlines said his bag was 3lbs overweight. Now, this Marine is leaving for two years, his parents are distraught and the United employee didn't seem to care at all. Calling over the supervisor wasn't helpful at all. As you mentioned, the supervisor came with an attitude. Ended up costing $275.00 for the extra 3 lbs. NOW COME ON! REALLY? I would appreciate you calling Mary collect at [protected] so we can discuss this further.

ComplaintsBoard
R
10:30 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Absolute worst reservation system

United has the absolute worst reservation system. The phones are manned by rude, non-english speaking people. I have tried many times to deal with them, but not one ever seems to want to provide the customer service I expect. They do not 'go the extra mile' for the customer and refuse to bend on checking different dates/airports etc. Unfortunately it has come to the point that when I call, if I get a 'non-english speaking' person, I hang up and call back until I hit the jackpot! It is absolutely ridiculous that everything needs to be outsourced to India, because its 'cheaper'. Actually there should be a separate heading on the automated attendant that says 'to speak to an english speaking reservations agent, please push 5 (or whatever number)' I have often said that I am charged $15 to speak with a person, why don't you charge me $20 and give me someone who WANTS to work with me and WANTS to provide me some customer service.

I am a premier member, and I am treated like I am a low life, who doesn't deserve to speak with them! And please believe me, I have written many letters of recommendation to United when indeed I have gotten the customer service I expect.

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
J
10:02 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Worst airline ever

A couple weeks ago, I had a flight booked and paid for on Continental from NY to Tel Aviv. I arrived at the airport and I was told that I did not have a seat on the plane and it was over sold. The ticket woman was actually very pleased to let me know there was a good chance that I miss my flight (and parents anniversary) that night, despite the fact that I paid $1, 300 for a reservation.

As a frequent flyer, I have seen many oversold flights but never have I seen someone forced off the plan who did not accept the airlines offer. Unfortunately, Continental did not feel it was their responsibility to up their offer ($700) until someone accepted. So, they made a conscience choice to maximize revenue (by overbooking) and expect consumers like myself to pay the price. Not sure how management signed off on this but it should be criminal.

After speaking to more disgruntled Continental Airlines employees, I discovered that this was common on the NY to Tel Aviv flight and the employees had actually informed corporate but no changes had been made despite many frustrated customers forced to go home rather than fly to Tel Aviv when scheduled.

I sent a similar letter to Continental Airlines a couple weeks ago but received no response. Plus, I just tried to use the $700 vouchure and was told that it must all be used at once (where all other airlines allow you to deduct the value of the flight booking from the vouchure). So, I now have to book an international flight (which I likely won't) to get the full value of the $700 which didn't nearly compensate my troubles to begin with.

Thanks Continental Airlines, your commercials could not be further off (keep your pillows and blankets and get me to where I pay for when I book it for).

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
11:34 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Disgusting plane

On our way to Hawaii I picked an infection. It broke out on the way back home the planes are disgusting they only clean them once a month. On our way back home. Well on the way to the Maui airport not only was the power out but planes were 2 hours delayed and a lady came off a flight like they had seen a ghost a lady got on a plane drunk smoking and what else yelling at her husbund with her 3 year old daughter there. On theplane home I broke out with a sandpaper rash bright red and feeling sick. They plane was so disgusting I got sick!

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
G
G
GoGo Girl
St. Petersburg, US
Jul 04, 2010 6:49 pm EDT

Ewwww! Thanks for that.

ComplaintsBoard
M
3:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Lost baggage refund

United Airlines lost my bag when I flew internationally to Paris, France for a 5 day official visit on July 5th, 2009.

I was told by Paris airport (Charles de Gaulle) baggage desk that the case will be handled by US office as I was resident of US, however they told me to buy necessary items during my trip and wrote on Delayed Baggage Report (PAWOB Locator - M56TSJ)to "Send in the receipts" to UA for reimbursement.

With no alternative, I spent 274 Euros causing inconvenience to me, which did not allow me to concentrate on my office work. I had to call internationally (on my dime) to continually check on my baggage as I had to change my hotel 3 times during the trip as I was visiting different locations. Eventually I did not get my bag and had to return back to US.

Having reached home, I went through the process of sending my receipts and Baggage Claim Form with all details worth $ 733/-, with lots of follow up and phone calls that I initiated (8-12 hours over several calls) where I was given several times conflicting updates/advise.

Finally I received a letter on August 27th stating apologies and thanking me for my patience while UA could not find my missing property. It also stated that my claim will be resolved without delay and UA's check in full payment of my claim will be mailed to me shortly.

I received a check of $733 only with a note in the back "Endorsement of this check is in full settlement and release of all claims that payee has asserted or may assert against UA...". I followed up and spoke to a supervisor who told me not to deposit the check rather send the receipts back to headquarters to consider all of the inconvenience I had gone through so the balance payment ($ 386/-) can be sent based on the statement in the letter dated Aug 27th.

On 9/25, I received another letter dt 9/23 from UA (Ranbir Singh - same person who wrote the first letter) stating that the claim was settled considering that the items I bought replaced the items lost in the bag, hence $386 cannot be paid as in essence UA will be paying me twice for the same articles.

What I do not understand is when did I sign a contract with UA to be inefficient in providing service and causing me lots of troubles and extra work. When did I allow UA to take a decision that indicates UA management controls my time so on their behalf I have to again shop to replace my wardrobe? When did I allow UA to loose my precious (emotionally attached) items which I was given in my past by friends and family due to some special events and achievements I made? When did I allow UA management to relieve me of these precious memories which I was able to connect whenever I used those articles?

I hope UA management reconsiders their decision on receipt of this complaint as I have decided that I or any of my immediate family will never board United Airlines, if this is how a consumer is treated by UA.

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
MPPDX
Portland, US
Dec 30, 2010 9:46 am EST
Verified customer This comment was posted by a verified customer. Learn more

I had a similar experience where all of the contents of my luggage were stolen. I received empty suitcases. I was returning from my Peace Corps service, so I literally had everything I owned in two suitcases. Living in a developing country and obviously buying most of my things from there, receipts were not regularly provided. I submitted a claim for about $800 (an extremely underestimated amount). United only gave me $100 for all of my missing items, and refused to reconsider the amount. I hate United.

ComplaintsBoard
O
3:00 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines bad costumer service

over booked flight . busiest day in airport history. tsb security unable to handle pass. flow..
Continental unable to rebook customer on any of their flights and unwilling to book them an other airlines, people arrived 2 or more hours early couldn't get ticket lines and security checks in time to make flights.
Continental trying to rebook pass. over 24hours past orginally booked
flight.

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
5:45 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Another bad with United Airlines

Bakersfield airport United Airlines flight to Denver August 2008:
I was selected to be searched in Bakersfield which I was told was random, I think because my flight was changed at the last minute. This is always startling and I was very uncomfortable since I was only looking forward to going home. A white security guard came rushing up and asked if I would rather have her shake down. This should have been embarrassing to her, but no, she seemed good with that question and I feeling reduced to a child just said "no I just want to go home". I don't think they get it at there, this was another awful experience with United Airlines.

Read full review of United Airlines and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
sjneft85
, US
May 07, 2010 7:27 pm EDT

united is the carrier, what happenes with you on the security point has nothing to do with airlines... why people are so stupid?

U
U
UA - 1K
Chicago, US
Sep 25, 2009 12:25 pm EDT

This activity is NOT United - it would be by the TSA - a government agency with no airline affiliation! Learn and understand before you post ignorant comments!

ComplaintsBoard
R
3:30 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Bogus Charges

These guys are SLEAZEBALLS! It was 105 degrees, my husband was out of town, and our a/c broke down. United Air Care had been to our house, so I called them to check, and they told me the whole system needed to be replaced and it would be $6000. Later, they tried to tell me I needed a more expensive system. In another call, the price went up to $7500, and then when I told them that the original quote was $6000, then the guy said, "oh yeah, I forgot that you were getting a discount." To make a long story short, my gut told me these guys were shady characters, so I cancelled the job and called another company. Of course the system didn't need to be replaced, and the a/c was fixed for a few hundred dollars.

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
J
8:55 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Overall Bad Customer Service

August 29, 2ØØ9

Mr. Jeff Smisek, President and CEO
Continental Airlines Inc.
16ØØ Smith St. – HQS
Houston, TX 77ØØ2

Dear Mr. Smisek,

This was originally submitted via continental.com on Sat., Aug 22, 2ØØ9. On Fri., Aug 28, 2ØØ9, I called Customer Care to ensure that my email had been received. I gave my One Pass number to the lady on the phone and she was able to check and verify that there was no record yet of receiving my email. She explained that due to the recent furlough, Continental lost 25 Customer Care agents, and that it is taking 3 to 4 weeks to review emails. I am not too sure this is information that a consumer wants to hear. She asked me to tell her what had happened. Her name was Carre Bates (Houston). She assigned me Cust Care ID 41759ØØ. After going through my ordeal, she proceeded to thank me for my time. I asked her what would happen next. She informed me that was all. The information would be forwarded to a monthly report and the case was closed.

I called back later in the day to verify that my information was taken and spoke with Angela Evans (Houston). She assured me that the report (41759ØØ) was filed and closed. She proceeded to give me a new ID, 4176133, which she also closed during this call. My experience with her was a little “more pleasant” than with Ms. Bates, but not by much. I was informed about the loss of 25 Customer Care agents, which has caused a delay in responding to service failures. Again, from a dissatisfied consumer point of view, this is irrelevant.
I just wanted to share my Continental experience. All in all, it is still hard to believe that given consumer choices and the state of the economy that such poor customer service exists in this
market.

Aug 15, 2ØØ9, SAT-IAH (CO 178) - No problems

Aug 15, 2ØØ9, IAH-CUN (CO 1464) - The flight arrived as scheduled at 3:3Ø pm. However, my bag did not. Tracer CUNCO45841 was opened. Cancun baggage agents entered my bag claim number and advised me that my bag was not scanned into the system. No telling where it may be. My bag was finally delivered to Tulum 9 hrs later. Everything was explained to me about baggage tracing. But, I had to practically beg for an amenity kit. Airport personnel seemed a little "bothered" by the fact that the upstairs offices were closed and they had to find the key and then had to search for an amenity kit. It almost seems that this simple act was a bother to them.

Aug 21, 2ØØ9, CUN-IAH (CO465) - No problems

Aug 21, 2ØØ9, IAH-SAT (CO1779) - The nightmare begins. The flight was delayed over 4 hrs. First we were told due to weather, then to crew rest. Complete chaos. Gate agents had no idea what was going on. No reassurance -- kept being told to sit and wait. Gate agents appeared to be "winging it". Gate agents told pax to go to other gates for flights to SAT and see if able to board stand-by. Pax were told they were bringing "carts" (snacks/drinks) to the gate. The carts never came! Flight CO1779 eventually cancelled around 1Ø:ØØ p.m., even though flights had already resumed. Hell broke loose! Gate agents clueless. I kept being told to go to different gates to waitlist for other flights to SAT (which were also delayed). Once I got to the different gates, those gate agents were most unhelpful. I was told I should have gone to the airport Customer Service Centers for resolution, and not directly to the gate. Keep in mind; I know I was not the only pax affected by this. But ALL pax were told the same thing--to go to the "new gates" and standby for the next flight. Everyone appeared to be passing the buck and no one wanted to take ownership of the situation. The rudeness of the gate agents during this chaotic/stressful situation was quite blatant. I would think that airport personnel have received better customer service training on how to deal with this type of situation seeing as how it is becoming more frequent these days with delays/cancellations and overbookings. This is not an isolated incident. Each time I connect through IAH, I notice that CO employees are not the most helpful. Most IAH employees I have encountered seem to take their job as more of a "chore".

Not once, was I offered a coupon for even a bag of chips or something to drink. I was at wits end. I went back to one of the Cust Srvc Centers and then it happened...ANA YAKAMOTO (Team Leader)...what a blessing! She never faltered or was "short" with any of the customers. When I got up to the counter, of course she was already aware of the situation and worked ever so diligently to seek resolution to the problems. The same time she took with other pax, she took with me. She finally got me a confirmed seat on one of the last flights to SAT on an aircraft that was going to leave (CO245Ø). Of course, I made it to SAT after midnight, but again my bag did not. I checked with the two young ladies who were working as baggage agents (LISA BYRD and ANA GONZALES) in the baggage claim area that night and again my bag was not scanned into the system. I was informed that my bag should arrive on next flight from IAH-SAT, which would be around 1:ØØ a.m. My bag did arrive and I do understand the delay given the situation with flights from IAH on 8/21. Lisa and Ana handled this situation very professionally and courteously…true professionals.
I know I do not travel enough to truly be of any significant value to Continental, but this experience is making me re-evaluate my choice of airlines. Continental has always been by choice of carrier for travel to family and friends in Mexico and Central America, but after the extreme poor leadership and lack of concern for pax comfort at IAH, I will think twice. Funny thing is, my travel companion flew AA from CUN to DFW and encountered delays as well, but upon speaking about our experiences, he stated that yes, it was chaotic as well at DFW, but AA personnel handled it efficiently and professionally (I am only taking his word for his experience).
The only positive and professional personnel I encountered during this trip were Ana Yakamoto, Lisa Byrd, and Ana Gonzales. Please pass my sincere appreciation to them and afford these ladies the recognition they so well deserve.

I would kindly appreciate a response from Continental. Ana Yakamoto, Lisa Byrd, and Ana Gonzales cannot do it alone, but again what a blessing to have dealt with them. It was the proverbial finding "a needle in a haystack", but these 3 service professionals alone cannot remedy the comedy of errors that I encountered on this trip.
Thank you.

James A. Trevino
San Antonio TX 78212

cc: Bill Meehan, VP Airport Services
Fernie Lopez, Airport Services Corporate Officer

Read full review of United Airlines
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
H
11:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

United Airlines breach of contract, customer service, etc

E*tickets [protected], [protected], [protected], with a confirmation number of A5ZG7T.
The points you need to consider what Continental’s compensation for this travel disaster are:
1. The weather may have been a delay factor on the East coast for a short time on August 2nd. It did not affect the rest of the country. I was in contact with family and friends, multiple other cities including St. Louis had no weather issues per the internet.
2. Lack of planning/scheduling on the part Continental not having pilots and crew are not the passenger’s fault.
3. Abrasive customer service, flight cancellation, & Continental’s complete unprofessionalism caused immeasurable stress. Your company acted in bad faith.
4. After our six hour drive to St. Louis August 3rd from Kansas City we were told by a Continental staff person Jeff, when we picked up our luggage in St. Louis, the delays were due to someone trying to bring bomb making items on board at LaGuardia. So this confirmed that we had been lied to in Newark and proved accommodations should have been provided. He wholeheartedly agreed and told us to write a letter.
5. Your company is responsible discrimination of the elderly. Cost of 2 hotel rooms, cost for fuel of the drive from St. Louis to Kansas City and back. As, well as the loss of my birthday on August 2nd would all be your responsibility.

Read full review of United Airlines
Hide full review
ComplaintsBoard
T
11:14 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Delayed baggage

I don't know what is up with United Airline's delivery service for delayed baggage, but it is really strange and substandard.

My family and I flew back from Paris and had a two hour layover in Chicago (our entry point into the US) on our way to our final destination of SFO. Two hours would have been fine, except UA couldn't get the cargo doors open, so it took one hour to collect our bags and rush through customs' long line. The net net is my family's 6 bags did not make our connecting flight to SFO.

I immediately did what I was supposed to do in SFO - I filed claims for all 6 bags at the UA baggage kiosk. I was informed in my claim form to visit the website for an update. Some update. The information never changed until right before I received my bags.

One bag took 14 hours to get our home. Five bags took 32 hours, despite UA's claim that "most bags" were delivered within 24 hours.

The strange part was the delivery people UA used. The first delivery was made by a sloppily dressed man in a beat up small truck with a shell, and apparently his little daughter and wife. The only reason I saw them was they were exiting my side yard and I ran out to ask if I could help them. They left the bag by a little used side door, despite my instructions to leave them by the front door. It would have taken me days to find the bag had I not seen these people leaving my side yard.

The next 5 bags took much longer, and I had to call UA 5 times. Each time I called I was told the bags were still in SFO but would be delivered by x:00. Each time the appointed hour arrived the bags weren't there and I had to call again. When they finally arrived, 32 hours late, they were again delivered by another random, sloppily dressed man, in a tiny beat up car (no UA signs anywhere), with a woman asleep in the front seat. I am certain that the reason our bags took so long is we have 5 of them, and UA is using random people and requiring these people use their own cars (no matter how tiny) to make the deliveries. I'm sure that these random people saw our 5 bags and told the airport personnel that they couldn't take such a large load - it would have to wait for the next person.

UA's delayed baggage delivery service is terrible, and there is something very wrong and unprofessional about it. It is as if they are asking random people to drop the bags off on their way home from traveling (perhaps UA employees who were traveling on personal trips with their families?) In trying to cut costs, they have gone too far on this one.

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
H
H
Helena Rubio Mello
, US
Oct 05, 2016 7:22 am EDT

Something is very criminal going on at the baggage handling. A man in Denver (in a United Airlines uniform and at the gate) told me I needed to check my carry on into Ala Cart. Reluctantly, I did and with grave consequences. When I arrived at Austin, Texas airport, 3 different people, myself included, didn't receive our carry ons' . We were instructed to go to baggage claim, which we all did.
After much talking, the lady behind the desk came out of the office to come get me, as I was standing glaze eyed and in disbelief that United had "lost" my carry on. "Here it is, here it is"! she said. "no, ma'am, this is not my luggage. "Yes it is, yes it is, " she countered. Again, I gave a description of my luggage but she said, "we found your rental car information in the side pocket". I laid the luggage down and opened it up, revealing my things looking as they were rummaged through and NOTHING in place but clearly transferred into someone else's luggage!

ComplaintsBoard
C
7:05 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines worst experience

I had one of the worst experiences of my life at United Airlines, I had to watch as my son was poked and prodded by some greasy guy with dirty long fingernails and unwashed hair hired for security, he kept poking my sons stomach and I wanted to slap him. If it wasn't for the man in military uniform and rifle next to us I would probably have protested. My son came to the airport to see me off, he was not going to take any flights. I have always remembered that event as truly distressful.

Read full review of United Airlines and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
U
U
UA - 1K
Chicago, US
Aug 09, 2009 3:47 pm EDT

Wrong complaint - if this happened it was the TSA - not United.

S
S
sjneft85
, US
May 07, 2010 7:34 pm EDT

you need to understand difference between TSA and airlines... airline has nothing to do with you dealing with security screening and being stupid :)

U
U
UA - 1K
Chicago, US
Sep 02, 2009 5:17 pm EDT

DOn't think it was UNITED --- probably the government (TSA agents)!

U
U
UA - 1K
Chicago, US
Sep 02, 2009 2:02 pm EDT

If this really happened - the action would be by AIRPORT SECURITY (TSA) - your government in action.

ComplaintsBoard
R
5:50 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Flight Attendants

That is the way that Continental conducst business. You complain, you have a valid complaint, and they snub.
You file a lawsuit, they hit you with high priced lawyers. Their tactic is to stall, stall, stall. They would rather
spend $10, 000 defending a case that could be settled for $500.

In my opinion, they also have some of the worst flight attendants in the sky. Again, in my opinion, one of the
worst ones is Annette LaDuke. I believe she is senior and flies the long hauls. She is rude, crude, demanding,
and cheap. BTW, she doesn't pay her bills either, ask anyone that knows her.

I could go on, and on, but what's the point. Continental doesn't care.

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
S
S
susie.sexton
, US
Mar 17, 2012 10:20 pm EDT

My dad is a pilot for what was Continental (now United) and even HE would come home complaining about rude flight attendants.

ComplaintsBoard
D
2:44 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

United Airlines Bogus Asbestos claim and outrageous furnace cleaning charge

I received a coupon for $49 in the valuepak mailing to my house and called for an air duct cleaning around June 2009 for $42.00. The tech came in and took a look in my attic at my vents. Barely looking at it for about 3 seconds he claimed I had asbestos without testing. I was surprised myself since I had a property inspection 8 months ago. He then claims I needed to take the whole insulation out, metal vents out, and replace all the ducts with new ducts. Coincidentally their company did just that! WOW! He then tries to sell me a UV light to sanitize my vents for $600! So I looked through my records and found I don't have asbestos and the insulation around my vents he claimed were asbestos were actually fiberglass insulation.

When telling him of this information he claims fiberglass insulation is unhealthy as well and should be removed. He refused to clean my ducts because of the supposedly "asbestos", however I had a furnance that need cleaning also. $400 to clean the outside of my furnance with a window cleaner.

I was so pissed I paid the guy $400 so he can clean the outside of my furnance with windex. If I knew what I knew after I would have kicked the guy out long time go. Now reading this complaint I should have kicked the guy out from the very beginning. WTF! These SOBs stole my money and provided with lies and ### service. NEVER EVER Use these crooks!

Read full review of United Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
R
R
Rbisys
Troy, US
Apr 02, 2010 4:12 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

The only thing this guy was correct about is that FG is as bad, or worse, than asbestos.

United Airlines Customer Reviews Overview

United Airlines is a major American airline that has been in operation for over 90 years. With a fleet of over 800 aircraft, United Airlines serves more than 350 destinations across the globe. The airline has received mixed reviews from its customers, with some praising its excellent service and others criticizing its poor customer service.

One of the most positive aspects of United Airlines is its extensive route network, which makes it easy for travelers to reach their desired destinations. The airline also offers a range of in-flight amenities, including Wi-Fi, entertainment, and comfortable seating options.

United Airlines has also received praise for its frequent flyer program, MileagePlus, which offers a range of benefits to its members. These benefits include free checked bags, priority boarding, and access to airport lounges.

However, some customers have reported negative experiences with United Airlines, particularly when it comes to customer service. Some have complained about long wait times on the phone and unhelpful staff at the airport. Others have reported issues with flight delays and cancellations.

Overall, United Airlines is a popular airline with a strong reputation in the industry. While there have been some negative reviews, the airline's extensive route network, in-flight amenities, and frequent flyer program make it a popular choice for travelers.

United Airlines In-depth Review

Overall Rating: United Airlines is a reliable and efficient airline that provides a satisfactory travel experience.

Customer Service: The customer service provided by United Airlines is commendable. The staff is friendly, helpful, and responsive to passengers' needs.

Flight Experience: United Airlines offers a comfortable and enjoyable flight experience. The cabins are clean, the seats are spacious, and the in-flight entertainment options are diverse.

Booking Process: The booking process with United Airlines is straightforward and user-friendly. The website is easy to navigate, and the online booking system is efficient.

Baggage Policy: United Airlines has a fair baggage policy that allows passengers to bring a reasonable amount of luggage without incurring additional fees. The policy is clearly communicated and easy to understand.

On-time Performance: United Airlines has a good track record of on-time performance. Flights are usually punctual, minimizing delays and ensuring a smooth travel experience.

In-flight Amenities: United Airlines offers a range of in-flight amenities to enhance the travel experience. From Wi-Fi connectivity to complimentary snacks and beverages, passengers are well taken care of during their journey.

Loyalty Program: United Airlines' loyalty program, MileagePlus, is a great way for frequent flyers to earn rewards and enjoy exclusive benefits. The program offers various tiers, allowing members to unlock additional perks as they accumulate miles.

Safety and Security: United Airlines prioritizes the safety and security of its passengers. The airline adheres to strict safety protocols and regularly maintains its aircraft to ensure a safe travel experience.

Destinations and Routes: United Airlines has an extensive network of destinations and routes, providing passengers with a wide range of options for their travel needs. Whether it's domestic or international travel, United Airlines has you covered.

Pricing and Value: United Airlines offers competitive pricing and good value for money. The fares are reasonable, considering the quality of service and amenities provided.

Accessibility and Special Assistance: United Airlines is committed to providing accessibility and special assistance to passengers with disabilities or special needs. The airline offers various services and accommodations to ensure a comfortable and inclusive travel experience for all.

Corporate Social Responsibility: United Airlines demonstrates a strong commitment to corporate social responsibility. The airline actively engages in initiatives that promote sustainability, community development, and environmental conservation.

Complaints and Resolutions: United Airlines handles complaints and resolutions efficiently. The customer service team is responsive and strives to address any issues or concerns raised by passengers in a timely manner.

User Reviews and Ratings: United Airlines receives generally positive reviews and ratings from users. Passengers appreciate the airline's reliable service, comfortable flights, and attentive staff.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact United Airlines customer service

Phone numbers

131 777 800 04 415 492 More phone numbers

Website

www.united.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with United Airlines?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with United Airlines Customer Service. Initial United Airlines complaints should be directed to their team directly. You can find contact details for United Airlines above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about United Airlines. Discuss the issues you have had with United Airlines and work with their customer service team to find a resolution.