United Airlines
reviews and complaints

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 ###.

On March 9 of this year I booked through Orbitz a flight from Fairbanks, Alaska to Knoxville, Tennessee on Frontier and United Express through Denver. Our Orbitz confirmation clearly stated on the itinerary that the seats for the last leg (Denver to Knoxville on United) "will be assigned at check-in." On August 8, the night we were to leave Fairbanks, we checked in with Frontier Air and were told we would not be able to secure boarding passes for the United Express portion of the flight until we reached Denver. At 6 am (four hours before the flight was to leave to Knoxville) we approached a United Express representative in Denver and were given 5 boarding passes, two with seat assignments and three without. We were assured by this individual that those seats would be assigned but that we could not find out what the seats were until 9:30, one half hour before the flight left.

We arrived at the desk at 9am, concerned about getting seats, and were put off, and told that “if we hadn’t booked through Orbitz and had gone directly through the airline” we wouldn’t be having a problem with seats on the plane. The ticket agent refused to assign the seats at that time. At 9:30 we were informed that the flight had been overbooked and that we did not, in fact, have seats for everyone in our party.

The attendant handed us a pamphlet on the reasons for overbooking and told us we could take it up with customer service.

Our party consisted of three adults and two children, and initially they tried to give us four of the five seats, leaving one of the children back in Denver! As it happened, the children's grandmother did not receive a seat and stayed the entire day in Denver waiting for the next flight, while we carried aboard our two distraught and crying children who did not understand why Grandma had to be left behind on her birthday.

United Airlines caused our family a great deal of stress and inconvenience, through NO FAULT OF OUR OWN, simply because they knowingly overbooked our flight and refused to assign us seats or to allow me to secure seats online months before. We paid for a service which they failed to deliver, and they are not even apologetic about it. The attendant even had the audacity to imply that we were in error for not checking in earlier, despite the fact that we were unable to do so online from our hotel the day before, nor were we permitted to do so by Frontier Air before the first leg of our trip. We made every attempt to secure our boarding passes as early as possible and were stymied by their insolent and unhelpful staff at every turn.

The bottom line is this: United Airlines will allow you to pay exorbitant amounts for seats on a flight, but does not guarantee you a seat on said flight. They will bump you with no thought whatsoever to who is in your party (in our case two small children) and will treat you as if it is your fault.

Apparently, the Denver branch of United Airlines has a reputation for this kind of dishonesty and for poor service. I would recommend choosing another airline for your travel needs. This was despicable treatment.