United AirlinesReviews of unitedairlines.com

One-Star Experience: United Damaged My Brand-New Suitcase and Refused to Take Responsibility I flew United Airlines in first class, and my brand-new Andare suitcase was damaged during my trip. The zipper pull that secures into the suitcase’s built-in lock was damaged, compromising the suitcase’s security. I reported the damage to United, but they dismissed my claim as “normal wear and tear” and refused to repair or cover the damage. A brand-new suitcase should not be damaged during airline handling and then dismissed as normal wear and tear. I expected better treatment and accountability, especially after paying for first-class travel. I am extremely disappointed with how United handled this situation. The damage was real, the suitcase was new, and the response was unacceptable. Based on this experience, I will think twice before choosing United again.

The most pitiful on time domestic experiences. Too often (emphasis) the flights are delayed and when this occurs the feedback from Service personnel are rife with lies. For instance, the airplane isn’t cooling, when there aren’t pilots to fly the departure, then after loading 3 x the crew is right next door will be here any minute: A lie!!! Scheduled departure changed from 6:33 pm to 7:15 pm because there weren’t pilots to fly the plane after all the passengers were loaded. Delays are a part of the industry, but lying to the people paying United’s wages is grossly unacceptable.

Flight credit of $2800 cancelled. Customer service was no help in resolving this issue at all. Poor service policies.

United Airlines Airlines has paperwork to fill out for service dogs. I did this nearly a month before we were to fly. I thought everything was good but when we were coming back from New York on an Honor Flight for veterans who were all also first responders for the anniversary of 9/11, having my service dog was like having a plague. we tried to ask at the check-in desk about a ticket of where I could sit with my service dog who does not fit under the seat seats. They stated that I needed to ask somebody at the gate once they came. We were at the gate for nearly 2 1/2 hours. One of the attendance showed up 30 minutes before the flight and I asked him about where I should sit with my dog as I have been informed that the previous flight they had put me in the wrong seating. I was told that the dog had to be able to go under the seats or sit in my lap. My dog is a 67 pound Doberman. When the gate attendant finally got to us 20 minutes before the flight I was told I was stuck with my seat and that I should have asked the check-in desk to move me if it was not adequate. This was also told to the director of our group who had given them the paperwork a month prior as well as the paperwork I filled out for the airlines. When I boarded the plane it was unable to get him in my lap as I was nervous which made my dog nervous as well. The flight attendant was unhappy with me and I ended up in the back of the plane crying and he didn't say a word about this. I believe I was being ready to be left behind from my group as there was no open seats in which my dog could sit and they were not allow him to sit in the aisle. Because we had been sitting at the terminal for so long, many of the other people on the plane knew why our group was there. Three people up in first class offered to give up their seats for me. This was not unit asking but people actually volunteering. Definitely will never fly United again if I have a choice. It seems that there's no actual, "here's what we do" on United Airlines flights. I was told on the first flight that I was in the wrong seating and should've been moved accordingly with my dog. The next flight I was told that that was untrue.

Horrible experience. Rude and dismissal flight attendants and onboarding staff from the beginning. I paid for my pet in cabin. He was in the box. The flight attendant right at the hallway kept saying the box will not fit. I told them the box was bought based on the airlines size rules. The flight attendants Kept dismissing it. All this happened at the time of boarding mind you. He is also a service dog. They made us suffer. Completely dismissed the fact that it was a service dog but I also paid to have him in cabin! This is a round international trip unfortunately. Not looking forward to the next trip with them. Will not travel with them again.

I bought a round trip flight from New York to Louisville Kentucky and back. Paid close to $400 for the round trip. I bought the ticket the months in advance because it’s cheaper that way. Well when I went to my email to find the ticket I couldn’t find it anywhere. I literally spent hours searching and customer service told me they couldn’t find it either. After hearing this I assumed that the mistake was on my part and decided to by a one way flight for the cost of the round trip. While waiting in the airport guess what randomly decided to pop up. That’s right the freaking ticket I knew I purchased before. But I just checked my bag in with Southwest Airlines after buying a ticket. And when I asked United Airlines told me they wouldn’t give me a refund. This is extremely unprofessional. And they should’ve included the ENTIRE trip on the same email. Not separate. I will never fly United again after this experience

I contacted Customer Care to politely request an extension of a few days on a flight credit, as I was not able to travel by the expiry date. They refused, citing their 'policies' — policies that are intentionally structured to make it difficult for you to recoup your money. So, United has pocketed my $400+ with no service rendered. This was not a big ask. To me, "customer care" means treating people (especially loyal customers) with a little bit of grace. Obviously, greed always wins. United has lost a customer (a family of five) for life.

United broke my suitcase while I was on an international flight connecting through Chicago. The "reporting a damaged luggage" experience itself was ok and they also confirmed to me after posting a pic from the broken suitcase that I could order a new suitcase via their sub-contractor's website (Rynns Luggage). I thought that actually was a good start into the process. However, the real problem started to unfold when Rynns told me that in order to ship the new suitcase I would need a US address (!). I told them that as an international travel I live abroad and have no US address and then they said "that their contract with United does not entail international shipment". I found this hilarious. I was only 6 days in the US traveling - as I thought - with a global player in the airline business and when they break your suitcase their service stops on the US board!? Hence, they asked me to go back to the United call center and ask for a different solution and then the customer service nightmare started....I spare you the details. I am still waiting for a replacement (or fund) for my broken suitcase. My learning is: either do not check luggage with United ever again (even you are on an international flight) or even better never fly United again. Oh an my the way, I was a business class traveler.