United Airlines
reviews and complaints

Me and my wife’s vacation was largely ruined by the aggravation and inconvenience the lack of true customer service United Airlines caused on a planned trip to Burlington Vermont.
The flights were overbooked to start as we received notice the night before when doing on-line check in. We checked our bags at the counter at MCO. Unproblematic flight. The nightmare begins in Newark. We get a text message to contact an agent when we disembark from the plane as UA4894 was canceled by air traffic control. Problem is, no one was there to deal with passengers, the few agents manning the whole terminal were facing long lines and many many counters were simply empty. Telling folks to contact an agent but not having nearly enough agents is just the start of this saga. The next text we get is to tell us we are rebooked for Saturday morning leaving at 930 am which is two days later. My wife gets in line at what seems to be a “service counter” which has 5 or 6 stations but only two agents, and in excess of 50 people in line which is not moving at all.
I call UA while my wife is in line and it is virtually impossible to get a person. This is part of the grand design, as this theme will repeat over and over again. My wife never does get through the line, but after 49 minutes per my cell phone records, I got through the endless wait time for an agent on the phone and started considering an alternate flight with a partner that would have put us in BTV around 1130 pm after flying via Washington D.C. No help form the automated kiosk for rerouting which is only telling us the Saturday flight is our only option.
However, in the meanwhile due to nearly 30 passengers being in line, my wife and I learn UA agent is offering a bus to transport to BTV (6 hour ride) but it would get us to BTV by around 800 pm. Several individuals including us asked about the baggage (my medication unfortunately was in my checked baggage). The agents actually refused to release our baggage, offering some assurances or promises that while there was no room for us on a 500 pm flight (still not sure why our flight could not just take off later as other planes were leaving all day long), but there was room for our baggage and it would be there before our bus would arrive and we would just have to claim it. That would be the first of multiple lies. To be fair, it seems different things were told to different people at different times, with some being told they had no idea when baggage would arrive and it could well be Saturday or Sunday. We were in the group that was refused luggage release and assured the bags would be there. This was important to me due to my medication.
Well, if things went according to promises there would be no letter. We would just lose the half day and suffer the fatigue of the bus trip. Evidently the gate agents there at BTV had no idea nearly thirty people would be showing up, betraying poor organization and communication and a careless disregard for traveling passengers. They had no idea what promises were or were not made about the baggage and there were some unhappy campers arriving late and tired at BTV. We were given claim forms to file. Our two bags got put under my wife’s name and given a file number (see above). The folks at BTV could provide no information or estimate on bag arrival.
We were told by the UA agent/employee/representative to contact the baggage resolution center, but to do this as soon as we could get Houston and “before the phones get turned over to India”. What an ominous warning and admission of the deliberately negligent and insufficient service delivered by UA. No such luck for us. It was immediately apparent we had India. After multiple repetitions of the issues and even 4 or 5 tries with the file number with someone who could not understand English I requested a supervisor….. lots of resistance to that, told they did not know when or if our luggage would arrive, or where it was despite my explaining this was critical to me due to the medication. Put on hold for a supervisor …. 11 minutes on hold then the call was disconnected, I redialed, tried again placed on hold again for supervisor, this time 14 minutes on hold with no supervisor – exhausted, I tried calling the Houston number which is provided as a second number on the file form… no luck, obviously India again.
Sent online forms using UA system for baggage problems and due to my concern about being without meds also the personal injury claim online:
Here is the only responses I have yet to receive now 5 days later:
*** This is an automated response confirming the receipt of your email. Please do not reply ***

Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6758153
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6756534
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6752612
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Please use this Case ID number if you need to contact us regarding this inquiry: 6750214
Thank you for contacting United Airlines. Our Customer Care team is currently responding to most inquiries within 14-21 business days. If your message is regarding an upcoming trip, a baggage delay or about our MileagePlus frequent flyer program, please refer to our helpful links below. We look forward to assisting you.
- Your United Airlines Customer Care team
So, that system is nothing but a mirage. The only thing worse than not providing customer service is making pretend you do. My vacation is now running into day two trying to get a guess of when I can get my clothes supplies and medicine. We already miss one dinner, and I spend 38 minutes Friday morning finally getting a supervisor. Supervisor seems more understanding of the urgency of getting an answer on luggage delivery but cannot explain the initial lie, or why a second bus could not have taken the luggage, or the same bus could not have made a second trip to Vermont with a fresh driver. Supervisor tries to call Newark to find out if sending a bus with the luggage is possible, but (scroll back to how many people are actually there to make pretend customer service is important)…..cant get anyone in Newark despite a long hold. We get authorization to buy some clothes, I ask for at least $150 each which he “approves”.
We cancel plans for the rest of the morning (it is now Friday around 1100 pm) and are now in the second long day in our clothing (all my clothes were in my bag along with some of my wife’s as I was carrying business papers a laptop and photography equipment in my carry-ons). My wife had no carry ons other as she does not want to lug anything. Her things are split between her checked bag and mine. Both of us are in light casual Florida summer wear and we head off to get replace Vermont rainy cold weather clothes and shoes / some supplies we had packed in our baggage which still has no known time for delivery (We were told there were no Newark Flights to VT till Saturday) but no assurance it would be on that flight. Also told we were misinformed that Houston handles any baggage claim service, and that they (India) are the only providers or people to talk to.
I had my doubts since the small flights had been overbooked and there was no apparent room on the 500 pm flight 6/12/14. My faith and belief of anything emanating out of UA is fading and my wife complaining she would never fly UA again. Not a great start to vacation.
At the hotel lobby we get some info on where to get some clothing and told that the same thing happened to the hotel clerk and this apparently happened to a number of her friends – getting bused and no luggage sent with them. We call relatives in the area and one took a taxi on a return trip from Houston and her husband delayed for 10 hours on return from California. This was just the beginning of countless UA BTV nightmares we collected.
Get to the mall to get at least some clothes. We are now soaked in our 2 day Florida clothes. I am not a big clothes shopper, but it becomes quickly clear to me shoes suitable for the planned activities, dinner clothes, and other items are going to be a lot more than $150 each, never mind women’s clothes, shoes and wife’s needs. Search the UA baggage claim thing on the internet for the phone number and baggage policy limit which is $3500. I try to call Baggage claim, obviously India again. Have real trouble communicating. I told her we were coming from Newark to BTV, then she would ask where were you coming from. Either not listening or not comprehending. She refuses to speak with me or help me, claiming she cannot find my file without my file number (a lie) and that without the file number she cannot let me talk to a supervisor (another lie, and not impossible, its either a policy or wanton obstruction). Cannot tell me what baggage claim rights I have, a number of someone at UA to complain to, a legal department number, a complaint department number, or confirm that the baggage claim limit listed on the baggage claim website is accurate or pertains. Thus the baggage claim department cannot state or confirm baggage claim rights, rules or responsibilities.
I am continuing to be upset now since there is nothing but poor baggage claim service and deliberate obstruction in trying to get to superiors who might be able to understand English or are empowered to do anything, Its now well into Friday afternoon and we are not starting any of our “vacation”. The mall does not have anything my size (I am 2xl to 3xl) but my wife finds a few things, so we head downtown to see if we can find shoes/sneakers other needs and eventually pick up what we need before making a final stop to get some toiletries before heading to the hotel to change. We get a call on the way to the hotel that someone is delivering our baggage. Would have been nice to know that before we spent the day running around for clothes and supplies, but I think at least don’t have to stop at a pharmacy to see if I can get meds before my doctors office closes on
Friday.
Wrong. Wife’s bag is there, but only has some of her stuff, as the rest is in my bag, and worse for me, my meds are in my bag. There is no way to call UA in BTV, in fact I learn there are no phone numbers on the internet for any UA local gates – it all goes to the 1800 system. In short to ask if my bag got left behind in BTV while my wife’s was delivered, I have to call, gulp, India again?, and India seems to have no more luck getting a hold of any UA agents at the airports than I do. This time I desperately try to get an agent and make it through to someone in the U.S. Express my gratitude for that and she seems to understand why I refuse to let her transfer me back to baggage claim in India. She learns my bag is still in Newark and that in fact an error was made at MCO where my bag claim number was assigned to my wife’s bag and her bag claim number to mine (a homeland security issue when you can’t even get the bags to match up right with the passengers – careless at least) and that my bag as of Friday night when we got back to the hotel was still in Newark. She could find out exactly where it was by calling the million miles phone line. Evidently that can be done, but not by the terribly useless baggage claim service which after lots of time could tell me nothing. She could not tell me when it would be delivered.
Saturday morning still no luck with getting answers from India baggage claim “service”. Supervisor unavailable. They can’t confirm the information I was provided the prior night. After holding for supervisor, told again no supervisor available. They promise supervisor will call me back, take all my contact numbers. That was another lie, NEVER got a call from a supervisor.
It’s the stuff Saturday Night Live parodies are made of: hang ups while on hold for supervisors, endless holds for supervisors, lies that supervisors will call back, internet forms to fill out that are never answered, no phone numbers for local airport UA, computer phone menus that only send you back to India, refusals of requests to speak to a department in the US or a department that can handle customer complaints, and lies about what your system can and can’t tell you (such as actually knowing where the bag is; being able to look up my account without the file number), and lies that there is even another bag claim service in the US.
Without my medication I really had to limit my food intake and activities we spent the day Saturday hiking, and attending commitments since at least now we had clothes and apparel appropriate for activities. I again don’t have my claim number with me but anxious about my medications and trying to determine if I need to go to a local ER or physician for an emergency supply of meds I call the dreaded baggage claim line. Surprise! It’s Houston! Houston baggage claim! Evidently the wonderful folks in India had posted an early obituary on their American competition and frankly lied to me I could not call or deal with Houston. Lying and misinformation at this level is not just one misinformed trainee – this is systematic obstruction and delay.
Still no response from the on-line inquiries. Houston seems a bit confused as the system (consistent with what I could see on the computerized system) stating it was out for delivery and only noting one bag (evidently the system did not clear that my wife’s bag made it). They seemed reassuring anyway that somehow it was on its way, but could not tell me where it way.
Before returning to the hotel, since we did not get a call like we did the day before, raising my anxiety, I tried calling baggage claim again. Lightning did not strike twice, I did not get Houston again. I was patient and fortunate to have a little better service from India this time. She could inform me it was my black bag that was going to be delivered and that it would “go out for delivery” at 1130 pm, and I would get a call (as we did on Friday) while it was en route to the hotel. We never got the call and as we returned late a bit exhausted from the day’s activities and the endless calls and dealings with your system very much discouraged there was no call.
Fortunately the nice people at the Marriott hotel, all sympathetic as they all seem to have had personal UA nightmares or knew people who had, were exemplary in terms of great customer service. On sight, without our asking they announced my bag had arrived. So we got to enjoy Sunday without headaches of calls to your customer “service” before being cramped on return flights and having my right knee knocked by a flight attendant with a cart since though I am barely outside of normal height I cannot put my legs fully behind the seat with hyperextending my knee and suffering cramps.
So now though I had a busy day at the office after my not so restful or healthy vacation, I am spending hours filling in your claim forms, getting copies of what you require and writing this letter before I will spend some more time making copies and faxing the claim to whatever customer “service” handles these claims.
Now, the 1800 fax number for claims gives me a no signal message. Call...India again! They repeat that is the number. After getting irate at repeated attempts to make the operator understand I am not an idiot and can understand fax error messages, I ask for supervisor. No supervisor, but did get a different baggage claim fax number. My fax to them asked for them to acknowledge receipt of the fax when it arrived... nearly 12 hours later, no response. Emailed UA counsel, president and other officials last night and 3x today. No reply.

We flew United Airlines earlier this month (May 2014) - I left my Ipad mini in the seat pocket and didn't realize that until after we left the airport. I immediately called United and took my information (flight, seat #, etc). The lady told me that I needed to file a claim online. Since I was still in the car and I was in a hurry to do this (thinking that it might help the odds of recovery), I used my husbands ipad to flie the claim. I didn't have a way to print out the form and it didn't give me a confirmation number. In fact, it stated that my claim had been submitted and I would only be called if the item was recovered. It also stated that they have no timeline in which you can expect to hear from them or timeline they had to call you back. Bottom line... I told them exactly where it was located, the flight number, the time of the flight, etc. and yet I have heard nothing. I tried calling to get an update and they can't even tell me that they show me filing a claim or where I called before. Supposedly, they are two separate departments (ok) but if they can't tell I filed a claim or even that I called, how is anyone looking for my ipad?!? She says the computer sends the form to Houston and the warehouse personnel get the form and periodically try to match my claim with lost items. They will not give me a phone number to the warehouse because "the number is not for customers". I keep getting the run around... I don't live in Houston so how am I going to find out if someone is really on the other end getting this claim?!? One of their steward/stewardesses decided they wanted an ipad or United wanted more money by selling it to the "unclaimed/lost items from airlines" store in Alabama.

On Friday, January 31st my husband and I purchased a total of 6 flights each for one trip to Europe on United.com. We are going to Nashville > Toronto > London > Berlin > Prague > Vienna > DC > Nashville. The experience was the worst I have ever had while purchasing a vacation ticket.

For Christmas, we both received a $100 gift certificate for United with the intent to apply them to our trip. There was not a spot to apply the gift card online while purchasing, like the instructions on the gift certificate says, so we called the customer service line after purchasing. There are a whole slew of restrictions on the gift card, but as far as we knew, we met all of them. The service agents said that the gift card could not be applied. One of the restrictions says, “For use on United or United Express flights only”. The last leg of our itinerary is operated by United Express from Washington D.C. (Dulles ) to Nashville. NOWHERE does it say that it cannot be applied to an itinerary that has multiple carriers. NOWHERE! I spoke with four different service agents and they were progressively more rude than the last, and the fourth one even hung up on me! I was furious, but I decided to take the night and cool off as I had already been on the phone for close to 2 hours.

On Sunday morning, I received an email that said that one of the legs of my itinerary (Berlin to Prague) were cancelled. My husband did not receive the email. The email gave no explanation, but told me to call United customer service so they can help me resolve it. In my opinion, and in order to qualify for even decent customer service, if a mistake was made on the airlines part, I should receive a call with a resolution. I should NOT receive an email asking me to call, and inevitably hold on the phone for 20 minutes before an solution is even made. The person I spoke with rambled on and on for 20 minutes, but the worst part was, he acted as if he were doing me a favor by fixing the issue! As if I wasn’t buying the ticket, and like it was my fault that the flight was cancelled!

Our experience was miserable, and we both a very bad taste in our mouth about the upcoming travel on the StarAlliance network. I have been a loyal Continental/ United customer and as of today, both my husband and I plan to NEVER purchase another ticket on this airline, even if it means a more expensive fare with another carrier.

This merger has been such a huge disappointment. And the worst part is, nobody even seems to care. Customer service on thisairline is absolutely horrendous and something should be done.

Yesterday, I had a 4 p.m United flight scheduled from Detroit, MI to Orange County, CA. I got to the terminal, which is in a worse shape than the City of Detroit. Most of the shops were closed for some reason. Anyway, sat at the terminal and waited for boarding. A few minutes before boarding, the agent announced that there was a small mechanical issue and they are working on fixing it. He gave it 15 minutes max. 20 minutes after, he again announced that it will be a bit longer. Two hours later, they decided to cancel the flight all together.

They asked all the passengers to stand in line for a reroute. ONE HOUR AND TWENTY MINUTES LATER, I finally reached the front of the line. I asked the agent to find me another flight to Orange County. He searched and informed me that there was nothing available to Orange County for the day. He gave me two options, either wait until the next day, or fly into Los Angeles. Since I had to be back to OC that night, I choose the Los Angeles flight. But I asked for some type of arrangements to get me to Orange County. His answer was, Sir, There is not much I can do. I suggest Speaking with a United agent at the LAX airport when you arrive. Plus, your LAX flight is boarding in 10 minutes. You better hurry up. He took my email down and emailed me the flight info. I check my email, and it turned out they got me a flight with Delta. The Delta terminal in Detroit is 3 miles away from the United terminal. I had to exit the terminal, take the shuttle to the Delta terminal, and go through security again. Because I was so desperate to get to california that night, I miraculously made it to the gate and was the last to get on the Delta flight to LAX.

After landing in LAX, I went to United's reservation counter. Asked for a supervisor. Ileane came to speak with me, I explained to her my situation, told her that I am at a different airport and that I needed some type of arrangement. Speaking with her was a struggle because she kept speaking over me. She also had the worse attitude. The supervisor had the nerves to tell me that it was my choice to fly to LAX and that there is nothing they can do as far as getting me back to my destination. I insisted on speaking with another supervisor. She looked at me like I was crazy and walked away. A few minutes after, two supervisors came out to speak with me, they approached me with the worse body language. I had to explain to them my situation again. After arguing back and forth, the supervisor decided that she was going to book me a super shuttle from LAX to the Orange County airport. I live 20 minutes from the Orange County airport. Super Shuttle do take customers to their homes. I politely asked her, since you guys landed me in another airport, which happens to be in a different city. And since it was at a later time from my initial arrival time to Orange County. Plus all the trouble I went through. Do you really not have the courtesy to schedule me a shuttle ride to drop me off home? She said with a firm voice, "I am only going to offer you a ride to the airport." And by the way, she acted like she was doing me a big favor. I looked at her and said forget it and walked away.

I travel a lot. I understand that delays happen. Flights get canceled. However, All the other airlines I traveled with, managed to fix the situation. They either manage a reroute to my destination the very same day. If a plane breaks down, maybe replace it with a plane that works without having to cancel the whole flight. Or maybe offer a voucher for the inconvenience. United failed to do any of this. I know that I will not fly with them in the future. They failed miserably. I will tell all my friends my story and make sure they all avoid flying with United.

A DAY AT THE AIRPORT
Flight #1255 to Newark is on schedule. It says so on the United Airlines website at 10:20 am (Friday, January 3, 2014). We check again at 11:00 am…still on time.
We arrive at the airport, check the departure monitors and it is on! My wife and I find the handicapped area at the terminal and carefully place my 90-year-old mother on a bench and wait patiently. A United employee finally helps my mom into a wheelchair, looks at her boarding pass and tells us that she is not registered in the system as a person needing assistance and he needs to enter her into his computer. I guess the reservation agent who booked her flight had high hopes that Mother will make a miraculous recovery in 10 days (breathing the air in L.A.) and without any help could skip and hop through the endless security lines like an Olympic champion. Well, no such luck. My mother just got 10 days older and weaker (breathing the air in L.A.).
It is now 12:30 pm. I stuff a bunch of dollar bills in the porter’s hand and he assures me that he will take my mom to her gate (70A) and she will be taken care of all the way to the plane. We decide not to leave the terminal until her plane takes off at 2:04 pm (still on schedule, as per the monitors). We decide to get something to eat while we wait; however, we can't find a restaurant, not even a coffee stand, as this terminal seems worse than an old bus station in Gaza City. After walking around the airport, still hungry and thirsty, we return to Terminal 7 and glance yet again at the screen, only this time to our disbelief, the flight has been canceled! Frantically, I find a United Airlines official who reluctantly gives me a pass to go fetch my mother from the departure gate. I rush upstairs to Gate 70A, but she is nowhere to be found! The gate agent does not know if she went on an earlier flight or is still somewhere nearby. Finally, I find her on a bench at gate 74—four gates away from where she was supposed to be!—in a panic mode and crying with no wheelchair or any United personnel anywhere in sight.
I help her into a wheelchair that I find near the restroom and ask three different United workers what happens next. They all greet me with the same fake smile (must be a hiring requirement), shrug their shoulders and only say...weather.
We are finally given a new boarding pass for a new flight (#1828) scheduled to leave at 5:15 pm. The heavy snow, they say, needed heavy machines to de-ice the planes. We wait for an empty airplane to arrive shortly for this flight and soon after, it arrives to our gate. Imagine my surprise to discover that the plane came in from Cleveland (maybe the coldest place in North America on this date)!
Meanwhile, my mother, and many other passengers, have been at the airport since the early hours of the morning and nobody offers any food or even water from the airline!
A little before 5:00 pm, there is an announcement: the flight will be delayed until they find a pilot to fly it. Are they serious?! After all this time they haven’t located a pilot? The thought crosses my mind, “Maybe they can find one on eBay?” When frustrated passengers complain, they are told "If you want to be safe, you have to be patient." Apparently, safety is a reward for good behavior. Around 8:30 pm, another announcement is made: "There is some good news and some bad news: The good news is that we have a pilot, but the bad news is that there will be no food, not even for purchase, on this flight because the plane has been at the gate too long…long enough for the food to go bad.” They even apologized to their First class customers (the more important customers), that alas, even they will have no food.
At 9:00 pm, after spending more than 10 hours at the airport, the plane finally leaves the gate on its way to Newark.
From this experience, the one good thing that happened to me is, I now know I WILL NEVER FLY UNITED. I have 15, 000 miles that I have accumulated over the years, they are available to anyone who has the courage to use them. I think I will post them on eBay, right next to the pilot-wanted page!

On December 21st, 2012 I booked a flight from GVA (Geneva-CH) to MCI (Kansas) with connection through EWR (Newark). Booking details BDEYQ5 and flight numbers UA957 and UA4321B.

At my arrival in EWR and due to the long connection time of 5 hours I used the facility of the United Club.
Approaching the boarding time United gave the announcement that the crew for the flight from EWR to MCI had to arrive / was not available. The flight has been postponed first time with 90 minutes due to unavailability of the crew and again a second time with another 110 minutes.

The original flight was supposed to take of at 600pm. At 10pm we have been re-informed that the plane is available but the crew is still missing. At 1020pm we have been sent to the gate for boarding. One member of the crew at the gate informed us that boarding will take place within the next 15 minutes. The 15 minutes past and the boarding process did not start of which I requested information. At that time the assistant from the gate informed us that the flight has been cancelled.

Returning back in the club we received the message that indeed the flight has been cancelled due to weather circumstances. Several travelers to Kansas of that day have seen that the messages displayed had nothing to do with weather circumstances. United did not have the available crew to fly the available plane from EWR to MCI. I have been told that if United has to cancel a flight due to weather circumstances there will be no refund of the ticket nor any other participation in additional costs.

After 24 hours of travel and despair I had to look for an available room and spend an amount of $300 on top of the price for the flight of $1.900. We (other travelers) have been left behind with the message that there will be no other flight available until after Christmas, 25.12.12. Can you and your CEO - Jeff Smisek's imagine what the above situation does emotionally to a person, to 50, 100, 200, 1000 persons?

Your CEO's message like "United performed very well last year and a bonus has been paid out to employees" and "high performance of customer support in 2012" is based on what? numbers or satisfied customers? You can understand that messages like these are not truly convincing me after several desperate occurrences like the above during 2012.
Remarks from your customer support like "If you are not willing to take delays and cancellation in consideration while traveling, then don't fly" are arrogant and misplaced.

On December 21st, 2012 I booked a flight from GVA (Geneva-CH) to MCI (Kansas) with connection through EWR (Newark). Flight numbers UA957 and UA4321B.

At my arrival in EWR and due to the long connection time of 5 hours I used the facility of the United Club.
Approaching the boarding time United gave the announcement that the crew for the flight from EWR to MCI had to arrive / was not available. The flight has been postponed first time with 90 minutes due to unavailability of the crew and again a second time with another 110 minutes.

The original flight was supposed to take of at 600pm. At 10pm we have been re-informed that the plane is available but the crew is still missing. At 1020pm we have been sent to the gate for boarding. One member of the crew at the gate informed us that boarding will take place within the next 15 minutes. The 15 minutes past and the boarding process did not start of which I requested information. At that time the assistant from the gate informed us that the flight has been cancelled.

Returning back in the club we received the message that indeed the flight has been cancelled due to weather circumstances. Several travelers to Kansas of that day have seen that the messages displayed had nothing to do with weather circumstances. United did not have the available crew to fly the available plane from EWR to MCI. I have been told that if United has to cancel a flight due to weather circumstances there will be no refund of the ticket nor any other participation in additional costs.

After 24 hours of travel and despair I had to look for an available room and spend an amount of $300 on top of the price for the flight of $1.900. We (other travelers) have been left behind with the message that there will be no other flight available until after Christmas, 25.12.12. Can United and their CEO - Jeff Smisek's imagine what the above situation does emotionally to a person, to 50, 100, 200, 1000 persons?

CEO's messages like "United performed very well last year, bonus paid out to employees" and "high performance of customer support in 2012" is based on what? numbers ? or satisfied customers? You can understand that messages like these are not truly convincing me after several desperate occurrences like the above during 2012. We pay a high price for no service and indifference from United customer support with the remark:"if you do not accept these circumstances before flying, then don't fly!" Is this customer service?

This is my first and last experience with United. I arrived from Frankfurt Germany (FRA) at 3:45 pm and I expected a 6 hour layover. My flight to Tampa (TPA) was expected to leave at 10:04 pm from Washington (IAD). At 9:30 pm we were notified that the plane would be delayed until 11:45 pm. This departure time was changed to 1:55 am; then 3:20 am; then 4:00 am. And finally cancelled. As everyone moved to the ticket counter to reschedule the flight our displeasure was just beginning. I was first told it would be two days before I could get a flight. It was Sunday night and they wanted me to stay until Tuesday. That arrangement was not satisfactory since I needed to be at work on Monday morning. I was able to get a flight on US Airways flight 1741 on Monday, August 6 at 3:15 pm to Tampa. I received a voucher for the Westin Hotel and cab fare. The Hotel advised me this is common every weekend for United to cancel flights and give them a lot of business. I had to change airports and go to Washington (DCA) by taxi and I had incurred an extra $20.00 expense above the amount of the voucher.
I lost a full day at work, incurred additional expense and I am told this is common every weekend for United Airlines.
At the airport I spoke with other United passengers that had flights cancelled. There were several planes cancelled on Sunday. A couple of passengers I flew in with from Frankfurt (FRA) were international guest going to Miami for a job interview. When their flight was cancelled they rebooked and received the voucher for the hotel and taxi. Being international guest they did not understand how to use the voucher. They proceeded to get a taxi and asked the driver to find a hotel for them. They incurred a $150.00 taxi ride to a La Quinta Inn which they paid for at their expense. I know it was their fault but as an international guest the airline should have assisted in helping them understand your procedures. The ticket agent was rude to them by telling them it was late and he should be home by now. This unforgiveable customer service to our international guest is unacceptable. Several other passengers I spoke to indicated the same frustration indicating they would never fly United again and I agree with them. I have never in all my years of flying experience an airline that did not care about the goodwill and customer service of it passengers.

I arrived in the Ohio international airport traveling from vacation cancan ..at around 4:30pm.. My connecting flight was to leave at 7:50 pm... Their was an annocement that my flight would be delayed until 9:00 .. W/ no explanation as to why .. Because it was just a little over an hour I was ok with that time frame .. However than another annocement was made that it was moved 11pm and possibly will no go out tonight .. Well at that time I got in the customer service line to inquire as to what was going on & now as I was due to the weather.. I thought what weather ? Mind u this was after Waiting in line for an hour .. I was treated rude and disrespectly.. I was then told their are no more room for flights until 4 :00 pm tommrrow .. And this would not be a direct flight back to Boston. Like the one I originally was waiting for .. So I would need to connect in jersey and not get home till 8 pm .. This is all with no compensation for me because of the weather .. They didn't offer be a food voucher said I was not eligible . They only offered me 50 percent off a hotel and security for when I got upset .. Now not only do I have to check in to the airport again .. I start another day of travel missing work and other important engagements because if this poor customer service from this airline. .. When I asked to be put on a flight early this morning I was told their were none.. So just picture this if I had no money for a hotel .. I would still be sitting in the airport for at least 24 hrs and then another airport for 4 more hours before arriving home on united airlines .. Due to the weather ! And very poor customers service .. I believe not only was I judged because I am a african American young man .. Because instead of talking to me they called security .. Please help

Purchased three round trip tickets from San Antonio, TX to Pohnpei, Micronesia back in march to leave May 26, took my daughter out of school 4 days early in order to make it home for my son's High school graduation, everything was fine until I got to Guam, they cancelled our flight to Pohnpei. After about 2 hours of being shuffled around with my kids and all our luggage they finally shipped us to the Hotel to stand another hour in line, I guess United feels like hotel and meals will make us happy, well between these 100 people there are many different cases which United Airlines never send an Agent to find out how we were doing or even try to get us flights to make it home, we have been here for 2 days now, we have to try to book our own reservations, plus we are all missing the events that we need to get. This Airline has really failed their customers and they only reason they do this is because we have no choice but to choose them, I cannot believe that I have spent almost $6, 000 in order to get home (extremely costly) and i might not make it. To make matters worse they are offering me $50 or 15, 000 miles or 10% on the next purchase, how about refunding us some of that money we already gave them for a service that they failed to provide, FSM citizens need to start demanding better treatment from this United Airlines, so disappointed and frustrated, FSM leaders please, please start fighting for your citizens that is suppose to be your main objective

We were at the gate in guam, getting ready to leave to pohnpei, micronoesia when they announced our flight was canceled. After that they lead us to a line, in which we stood in for no reason, for about a good 30 minutes. After that, they dumped the whole flight crew at the fiesta resort in guam and haven't given us any info about getting home. We have no clue whats going on and when we're getting home please help!

I recently booked an international flight to Germany with United Airlines. The return flight was cancelled, and United Airlines refused to book another flight, or amazingly, refused any refund. They claim it was out of their control, as they had operated this flight through Lufthansa. Lufthansa will not even talk to me, since I did not buy the ticket from them. United claims they have no control, and I have to talk to Lufthansa. The bottom line is I paid United for a service, which they failed to provide. I paid for the ticket, I arrived at the airport hours before the flight was scheduled to leave, and both airlines refused to book another flight or offer any refund of any amount. I was left stranded in Germany, and had to pay for alternate transportation with another carrier. Needless to say, I will not use either airline again. 2 months later, and I have not even had an email, letter, or phone call from either airline after contacting them repeatedly via phone, mail, email, and online requests. This is ridiculous.

United Airlines flight 1516Y departed Liberia airport at 1:15 pm on March 7th, 2012 for Houston airport, then a connecting flight at Houston direct to Calgary Alberta Canada. Liberia Charged me $200 for being 10lbs over weight. Reached arrival destination at Calgary Alberta at approx. 9:15pm March 7th. Luggage missing. United baggage services already had it in their system that my luggage did not arrive with me. Now I'm being told they still haven't been able to track my luggage?

I recently flew to Brisbane on Air NZ via United. I chose a 3 segment journey there (Chicago to San Fran to Auckland to Brisbane) and a 3 segment journey back (Sydney to Auckland to Los Angeles to Chicago). The only reason I flew Air NZ is because they are a part of the Star Alliance and I am trying to stay loyal to build status with them. FYI-Flying Qantas would have been quicker and cheaper.

Upon my return, I noticed that United had not given me credit for 2 segments on my return leg (Sydney to Auckland to Los Angeles). I submitted a mileage adjustment with United and they sent me a letter stating that I did not fly the appropriate class to receive credit for those 2 segments. It was a $2700 ticket! Furthermore, I went on the Air NZ site and tried to re-create the flight and noticed that you cannot even tell what class you are in (aside from non-economy flights that you choose) until you print out the ticket - and pay for it of course. This means that I am not getting credited 8200+ elite miles.

I sent Air NZ an email, but did not hear back from them. United's customer service did not seem to care either. I have 4 trips scheduled in the next month alone on United (Star Alliance) and will soon have to add the UK as a frequent stop. They heavily promote staying within Star Alliance, but fail to honor mileage across the network. I am thinking about switching to American Airlines as they seem to be cheaper and I have not heard of poor customer service such as this. I am a Consultant dealing specifically with Sales and Customer Service and would never advise a client of mine to treat their customers so poorly. Moreso, I work for a firm out of Australia and cannot imagine advocating the use of ANZ to any of my co-workers, especially the founder of the firm who has to fly from Los Angeles to Brisbane every 10 weeks or so.

Beware and watch your class carefully! Oh, did I mention that I'm waiting on ANOTHER credit of 1715 miles for an actual United flight and have been for weeks?!?!

On my flight #1669 from SFO to HOU, Kelly the flight attendant asked if I wanted a drink. I asked for a coke and a water. I purchased a Cheeseburger and also needed to take my medicine. I received a cup of coke and a cup of water. I immediately drank the coke and asked for a refill. The Flight Attendant, KELLY, said I gave you a cup of coke and water already. Kelly said she needed to give the other passengers drinks before I can refill your cup. I said I did not get a can of coke just a cup. Kelly said you did not request a can of coke. The passenger behind me received a canned drink and I did not hear her request a can.

Give all customers the same amount of service.

To whom it may concern,

I am a Premier Mileage Plus member with United, and I recently booked a trip from Dulles to Atlanta with my wife and two small chldren (3 year old and 7 month old). I normally travel for business, and specifically choose United for my personal travel when other airlines were a bit cheaper.

We were supposed to depart Dulles at 4:40p on a United Express flight, but the original plane had a maintenance issue (something about the pilot shoulder restraint). Our flight ended up being delayed while they first attempted to fix the problem, then attempted to find a spare plane to use. The spare plane finally arrived and we boarded, but after we had boarded the pilot reported a maintenance issue with the attitude system. He powered the plane down completely for a few minutes, and we finally taxied away from the gate. After almost reaching the runway, the pilot reported yet another maintenance issue, this time due to a hot brake warning (apparently one of the brakes was engaged the entire time we taxied to the runway). This issue could not be fixed and we were forced to deplane and wait for yet another spare.

This process took longer than our entire flight was supposed to take, and by this point we had spent over 8 hours at the airport with no results. Both of my children were exhausted, so I went over to the United Customer Service desk to see what could be done about getting a flight for the next day. I spoke with representatives named Billy and Princess W., and after about 20 minutes or so they finally put us on a Delta flight for the next morning.

I asked what would happen to our checked baggage, and was told that it would be taken to ATL overnight and would be waiting in the baggage area the next morning. I mentioned that the United Express pilot told us he would get our bags off that night (he didn't), and was told by the United CS representative that United Express pilots are "stupid" and don't know what they are talking about. As we left the airport that night to go back home, I stopped by the United Baggage Desk and asked where our bags were. I was told they were on a plane to ATL and could be picked up the next day.

When we arrived at ATL the next day, I went to the United Baggage Desk our bags were not there, even though we were assured multiple times the night before that they were already on a plane bound for ATL. After 30 minutes of going back and forth between Delta and United, I discovered that they were put on a United flight that left AFTER our Delta flight that morning, about 18 hours after we were told they were on a plane. The bags finally arrived and both wheels on one suitcase were severely cracked and damaged. When I pointed this out to United, they claimed that it was Delta's responsibility since we flew on their airline, even though the bags were never touched by Delta.

Later, when I called United to cancel our return flight, I was told by the Mileage Plus supervisor I spoke with that this was incorrect, and it was in fact United's responsibility. He transferred me to the baggage department, which then told me the exact opposite - that it was Delta's responsibility. I told the representative that I did not think it was fair for Delta to be charged with fixing or replacing the suitcase since they never touched the suitcase, and were able to transport my family and I safely to ATL - on time.

After all of this, the only compensation I was offered by United was a 10% off voucher, which I will not use because I will not be choosing United for personal travel in the future. This isn't the first time I've dealt with maintenance issues and delays with United (prior to this trip my boss had commented that he won't fly with me anymore due to my bad luck, and I'm not sure if he was joking or not), but this experience was awful. I do not believe United or United Express know how to properly maintain aircraft.

I will certainly be avoiding United as much as possible in the future for business travel, and will be avoiding it completely for personal travel.

Both Delta flights were some of the best experiences I've had traveling. There were no maintenance issues or baggage issues, and customer service was actually helpful and polite when I called to get our seats arranged (and when attempting to find our United bags at ATL). I'm certain Delta isn't perfect, but the level of service they provided when compared to United was worlds apart. I will be making every effort to avoid United flights in the future, even though I am close to attaining elite status again this year.

I have to go to Peru on LAN airlines. LAN is giving 2 free checked bags for the international flights. Since LAN is flying out of SFO, I have to fly to SFO from San Diego via United to catch the LAN's flight to Peru. It's a one hour flight to SFO and United is counting this as an international flight (WHICH IT IS NOT since they are not the airlines that is flying me to Peru) and United is charging me a 70.00 for the second checked bag. I called Tammy Duarte, a manager, at United and she could care less that their international bag policy doesn't make any sense - Tammy Duate told me I can drive to SFO and catch my LAN flight if I don't like the 70.00 international baggage charge. I asked her just to explain to me why United is charging me the 70.00 international bag fee and not domestic bag fee since United is not flying me to Peru but LAN airlines is... and again, Tammy Duarte, the manager could not answered or cared and told me to write a review if I don't like the United policy. I asked her to explain the policy to me to where it makes sense please but she was annoyed and was totally rude to me... How is this legal and why is United allowed to charge this fee? I would like see LAN and all United sister airlines to discontinue doing business with United...

I have to go to Peru on LAN airlines. LAN is giving 2 free bags for the international flights. Since LAN is flying out of SFO, I have to fly to SFO from San Diego via United to catch the LAN's flight to Peru. It's a one hour flight to SFO and United is counting this as an international flight WHICH IT IS NOT and charging me a 70.00 for the second checked bag. I called Tammy Duarte, a manager, at United and she could care less that their international bag policy doesn't make any sense - Tammy Duate told me I can drive to SFO and catch my LAN flight if I don't like the 70.00 international baggage charge. I asked her just to explain to me why United is charging me the 70.00 international bag fee and not domestic bag fee since United is not flying me to Peru but LAN airlines is... and again, Tammy Duarte, the manager could not answered or cared and told me to write a review if I don't like the United policy. I asked her to explain the policy to me to where it makes sense please but she was annoyed and was totally rude to me... This is why United is in the trouble that they are in folks...

I bought a round-trip flight from Washington Dulles Airport (IAD) to Beijing Airport (PEK), my departure date is Oct 13 and my return date is Oct 31. Since I will be traveling with a four-month old infant, I didn’t consider any multiple-stop flight and bought the non-stop flight. United Airline discontinues the non-stop flight on my return date, and my flight was changed to multiple-stop flight.

I called the United Airline customer service on September 9, 2010, and my return flight date was changed to Oct 30. I scheduled this vacation long time ago and I have a lot of things to do in China, I don’t want to lose one day in China. So I called back to see if I can change my departure date to an earlier date. They give me the only option: Oct 12. Since the flight schedule change with United Airline created inconvenience to me, I asked if I can change my departure date two or three more days earlier. They refused my request.

During my conversation with Lynn Carr (Chicago customer service center supervisor), I asked her a question: “Do you mean the customer should suffer if the airline discontinues the flight? She said “Yes, that’s what I meant”. At the end of the conversation, she confirms to me that the customer should suffer if United Airline changes the flight schedule. What a great attitude! Also, she told me that you can fly with other airline, is this the right attitude with customer? Does United Airline want to kick out the unhappy customer? Furthermore, she said I could contact the travel agency to get refund. I spent a lot of time planning this vacation and I need to go through the hassle to get my money back and purchase the new ticket?

The following are the questions I have for United Airline:

1. United Airline created inconvenience to the customer, why United Airline cannot be a little bit more flexible with the customer. I did not ask any dramatic change with my schedule, all I asked was a few days difference. Keep in mind that United Airline created the problem first.

2. Please explain why Lynn Carr claimed that the customer should suffer if the United Airline changes flight schedule! Does this represent the company culture of United Airline?

3. Lynn Carr suggested me to use other airlines. I assumed she meant that if you are not happy with United Airline, I am going to kick you out. Is this the company culture of United Airline as well?

4. I bought tickets earlier to get cheaper price. If I follow her suggestion to get new tickets now at higher price, will United Airline reimburse me the difference? I am sure the answer will be NO. And I will suffer just like what she told me.

United Airlines treats customers like children. I had a flight on August 11th. They tell you you have to sit on the seats your ticket specifies. Well I did not get a window seat so I politely asked the "mother" of a 8 year old if I can have her daughter's seat. The mother told me no. I went to complain to one of the FA's and they checked my ticket and said that my seat was in the aisle. When the mother left for the washroom. I asked her daughter to get off the seat I wanted to sit there. The child said no her mother would get mad and worried if she can't find her . I told her that if she did not get off the seat I would physically remove her. At this time the mother returned and complained to the FA because she overheard me telling her daughter I would remove her from the seat. She lied and said that I threatened her daughter. The FA took her side. She asked me to sit down. I told her that I would not sit down unless I got the window seat. She then called Airport security and they told me that I had to leave the plane. I told them I would not because I paid for the flight. I told them I wanted a window seat. They told me that if I wanted a window seat that I should have asked in advance when booking the flight. I saw a window seat in another aisle and I asked that if I could have that window seat. They told me no because I was making the other passengers uncomfortable. This was a lie since I am not Muslim so therefore I am not a terrorist. I told them I paid for the flight and would not be returning. They told me that unless the I left the plane would not take off and if they had to they would use force to get me off the plane. Now I am a woman who is five foot three and these cowards were six feet or taller. Also because they were angry at me they were willing to delay and inconvenience other passengers. I will never fly with these losers again, and that mother needs to teach her brat manners. When an adult tells you something you do it. Rude punk kid. Not even a teen and already a punk. Probably on drugs as well that little ###.