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United Airlines

Customer Service Ratings and Comments

United Airlines is ranked #91 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 49.89 out of a possible 200. This score rates United Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

240 Negative Comments out of 293 Total Comments is 81.91%.

POSITIVE Comments

53 Positive Comments out of 293 Total Comments is 18.09%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • Why is it that I have been using UA for a number of years, have paid each flight (9 so far this year) for Economy plus. Averaging 170.00 EXTRA for each round trip.
    When I ask those around me, most say that they booked late and those were the only seats left... BUT THEY DIDN'T PAY FOR THEM.
    For those of us who belong to the frequent flyer program, book 3 to 4 weeks in advance are the ones who get penalized.... I believe a class action is worthy!

    Robb loyal traveler 8/30/10 4:21PM

  • Had a family emergency, was told that we needed to put our family dog down. I changed flight with United, the reservations agent assured me that I would be able to get a refund if I send in the medical papers to the fax number for refunds. Went home, had to put dog to sleep, and then a week later, refund is denied. I am a frequent flyer and will probably change to American Now. But one more thing, I have now disputed the charge with my Credit card company. They record conversations with United supposedly, so if they listen to it they will see I was informed that I would get a refund. Funny too, my credit card is a united mileage card! We'll see what happens.

    Now2BAAfan 8/30/10 10:48AM

  • My elderly parents had their luggage show up late and badly damaged, had two flight for their trip to europe canceled, had to wait 48 hours at SFO, then they got a 10 hour run around trying to find a number that worked for customer service and finall,y at $1.00 per minute int'l long-distance, got a customer service rep after a half hour of waiting. My parents said, of course, that they will never fly United again and offered me their 60,000 miles, which were accrued after 5 years of loyalty to United, and I declined them because I cant afford to waste thousands of dollars on a trip that will destroy my property and ruin a vacation by wasting three days of my time. But my parents ignored the prior warning signs, the previous trips they booked with united had similar problems but they weren't nearly as severe as this one so who knew. I dispise United Airlines for picking on my elderly, in their mid 70's, who were trying to give United another chance to fix past screw-ups.

    Businesperson 8/26/10 12:53PM

  • It is tragic that United Airlines has become the worst airline out there. Once it was the pride of the skies. What happened?? It does not cost extra money for the employees to smile , be polite and provide help when needed. They must be very angry at someone. I cannot imagine they will survive much longer because everyone I know, even people with miles to use with United will no longer use their services. It is sad to see this happening. Even when I tried to fill out form to send comments it would not go through to United. I resorted to the old fashioned way of putting ink to paper and sending it snail mail US post office.

    marta 8/20/10 9:35PM

  • Stunning. I arrived 90 minutes early for a domestic flight. The flight was delayed and I was misdirected several times to the wrong line, along with numerous other people. Many people were inconvenienced, delayed, will miss connecting flights etc. I did not hear ONE apology from any United employee. I am not the only person in line who mentioned thinking twice about ever using this airline again. We travel a lot but will start with other airlines next time.

    Anonymous 8/20/10 8:18AM

  • It would be nice if United Airlines actually checks these comments because they need to listen up. I called customer service to ask about types of meals offered for purchase on my long flight over the Pacific. This so I could plan ahead to bring on fresh food items in case only snacks were available. It wasn't until I called for the third time, that the agent (from India) could give me a somewhat detailed account of food offered. The first two agents said they did not have that info. The first agent I spoke w/ even had my flight duration time wrong! -- 2 hours instead of the 6 hours I'd be flying. I've no issue w/ where the calls are being routed to -- but, there is no excuse for such inaccuracy in the information! Finally, the third agent was quite gracious and went out of her way to read verbatim in her broken english exactly what food items would be avail for purchase. I won't be flying United much longer if this customer service keeps going on a downward spiral.

    Anonymous 8/19/10 4:50PM

  • I am so frustrated trying to reach a real live person. After 40 minutes of navigating though press 1 or say yes, I reached a real person. The person's response was I cannot help you, you have to email costumer service.

    Is this Airline so afraid of it's costumers that they cannot help them? Given the choice I will not fly you again.

    Anonymous 8/18/10 3:44PM

  • I made reservation over the phone last night. The agent in India spoke very poor English, gave me inaccurate info on upgrades, cost and failed to book my Ec.Plus seats. I called back this morning and a very friendly American agent fixed the problems. How refreshing. Please, please employ agents who can do a good job!!!!!

    Frustrated in Washington DC 8/18/10 8:12AM

  • Beware! My On-Line United Airlnes booking experience turned into a nightmare! Why? I was booking a trip to Disney World for my wife my grand daughter and myself, back on July 25, 2010! Leaving on Aug 8, 2010.
    So, I went to United's online reservation system and worked my magic! I went through all of the UA screens to book the trip. Selecting ECONOMY class and, a non stop flight to Orlando! Perfect! Next, I eneterd my personal data along with my credit card info and, scaned the entry verifying all was good, before pressing the enter key! Then I placed the mouse arrow over the confirm button displayed and pressed the key to accept my info! The screen on my monitor, blinked quickly leading me to believe I had to press the confirm again. So I did! And I and before I knew it. The screen I assumed was repeating what I keyed, had returned an upgrade to first class for $450 dollars! I caught it with a glance! So, I tried to stop the mistake but, it was to late! So, I called United Customer Service and, this is the nightmare began!
    first, I was stuck the automated computer process and couldn't get out of it! I wanted to speak to a warm body! It was very difficult to do! Then once I did get to a person, they were from a foreign country and hard to understand! I explained my mistake with the upgrade to 1st class and, politely asked if they could reverse it! Well, the person I was speaking to explained they needed to ask a superviser for his permission! !Which he gave! Then I was told it would be removed. And, as of today. Aug 15, 2010. The charge still has not been reversed! Now, I know I was speaking to reps from the Phillipines or India! I asked if I could speak to someone in the states and was told no! That The calls were not transferable! So I had to deal with; Ice as in Ice Cream, and several other agents with unusual names! United you are on the verge of losing my business if you don't provide access to U.S. Reps, who can navigate and explain the customer service better than, "I'll try"! I've flown Unite Air, several times over the past 8 years. And this may be my last!

    cybernano 8/15/10 9:59AM

  • To United Airlines company, your company failed and I am so mad at you for this.! My name is David R.Rangel,I did an online plane ticket request and confirmed it by way of your agent after your computorized confirmation was unable to understand me. Will the agent also was hard to understand but got me through it and I was so pleased to have my girl friends flight booked and confirmed, until she got to the airport 3 days later at Sacremento Inter. Airport and they had no information of her reservation that I booked for her flight on 13 Aug.2010 to San Diego ca. You accomplished three things 1) made two people very upset 2) failed in providing professional service to your valued customers. and 3) Have started a boycott by word of mouth from me and my girl friend to as many people as we can reach by word,phone,email,letter,and text message just how terrible your service is and how your company cannot be trusted in service and professionalism to its valued customers which we are not anymore..! This will continue unless you make an foward apology and help resolve the actions which cannot be returned to us due you failing to provide this service to us on 13 Aug. 2010. Yes we are angry ,upset,mad,and dissapointed by your companies failure. Irrate customer, David R. Rangel 13 aug. 2010 @1253 pm p.s. she was to to land here in San Diego ca. at 1 52 pm this afternoon. Thanks alot for NOTHING...NOTHING AT ALL..!!!!

    Mr. Rangel David R. 8/13/10 12:55PM

  • India,why? I couldnt unederstand her and had to ask, please slow down and speak louder. Finally I made myself understood. Checking on a flight. The website says only my husband is booked but she said "your are on there also." I asked why the web site did not show me,she said she did not know that. I only hope that when we go to the airport that I am booked. Why India? If India why can they not be understood by us? Or I understand them.

    Anonymous 8/11/10 12:25PM

  • DONT BOOK UNITED AIRLINES, THEIR CUSTOMER SERVICE STINKS AND THEY WILL GET THE MESSAGE WHEN THEY GO OUT OF BUSINESS!!!!

    JUNOMAN973 8/11/10 12:20PM

  • Customer service should be changed to customer disservie. Long waits--I'm still on hold and have been for 30 minutes--and no one able to resolve my problem. I don't fly often but this experience with United has soured me on ever flying again.

    Anonymous 8/6/10 2:55PM

  • Delays, delays, we were delayed going and coming on our trip to Reno. theses delays costs us extra money for parking and food. We also spent so much time just sittin around the airports. We were compensated with a terrible room at a 1 star local hotel which sat right next to a railroad track (no sleep their for two weary travelers). We were also given two fifteen dollar food vouchers. The attitude of the airline employees when they couldn't find our luggage was rude and non-caring. We had to wait more than two hours to have our luggage brought to us, damaged. We had to borrow packaging tape and scissors from the hotel to repair the damage. Our experience with United Airlines did not ruin our trip, only because we wouldn't allow it to. Our future travel plans will never include United Airline services.

    Karl 8/5/10 8:46PM

  • I am a long time United member and am a Premier client. This may soon end as I have become increasingly unhappy with their client support. Case in point: when trying to redeem vouchers for travel it took it me 2 hours. The call was simply maddening and frustrating. The fact that client support is outsourced to INDIA where there will always be a communication gap, no matter how good the operator's English. I could go on and on, but let's just say they kept forgetting my name, where I was going, my Mileage Plus number, days of travel, and then had to talk to supervisors, internal support....you get the idea.

    After using up the last batch of miles I will now be flying Virgin America and American where possible. Plus, I'm canceling my United credit card -- the awards points are a gimmick.

    devets 8/5/10 10:40AM

  • My husband has been on hold for 40 minutes to INDIA, trying to resolve a situation that takes place HERE in Los Angeles this coming Saturday. The frustration from trying to understand "What" the guy on the other line is saying, and then being told "just hold 2 more minutes", which turn into 20 minutes twice, makes me think United Airlines Doesn't deserve to exist here in the U.S.A. anymore. The only reason he's having to fly you is because you Bumped him from another flight and he has vouchers. I'd rather pay money and deal with Americans.

    Anonymous 8/2/10 1:18PM

  • After having one flight delayed for departure we were also put on another delayed departure from Denver to San Francisco. There were 4 traveling, 3 being minors. We were separted instead of together like our tickets indicated. My granddaughter ask the attendant for help to lift her carry on in the baggage area and was told that they did not lift luggage. Considering the situation, they could have at least offered that help. I thought that was very rude. I have to leave my seat, cross the plane several rows down and find a place for her luggage. Under the circumstance I was very angry and irritated. If I had to chose airlines again, that would certainly be a great consideration.

    Jullie 8/1/10 10:42PM

  • I too had this problem. They lost my luggage & every time I call, it's to someone in India. Really? I fly an airline in the United States & they give the support line jobs to another country? I'm no longer going to support those jobs. I could hardly understand the persons on the other end.

    T1cked 7/25/10 5:51PM

  • Had traveler at ticket counter with travel charged to a coporate card. They wouldn't let her on plane without the card. NO ONE in the Company's 15 locations has the actual card, except the Corporate Office. Tried to reach a supervisor and once I finally got through, was put on hold for 25 minutes and the agent never came back on. Employee had to purchase her own ticket with personal credit card.

    Anonymous 7/23/10 6:45AM

  • These people are thives. It took them 10 seconds to book a flight and take $2000 dollars from me. And in another 10 seconds to notify me that the flight was not available! But I could get a flight for $800 more! Talk about bait & switch but it get's worse. They couldn't give you a bunch of numbers that only take you to India. There is NOONE to talk to from the US. And certainly NOONE that cares about really doing anything to get your money back to you! They screwed up my entire trip including the room that was waiting for me. United should be broken-up and it's flights given to and American Airline that ACTUALLY has some credibility.

    Anonymous 7/20/10 9:02AM

  • Stop outsourcing your Customer Service to people who dont even speak English or even care about US citizens trying to confirm their reservations! Very frustrating. Its funny how they could not offer me seat assignments to ensure my wife, infant and myself would be sitting together for a trip to Colorado on the 21st of July, but if I opted for an upgrade of $146.00 per seat to Economy Plus that they would be able to give me my seat assignments immediately....Total BS!!!!

    jasons 7/18/10 8:35AM

  • I had a ticket to Kansas City, MO from Norfolk, VA to attend an event where I was getting a once in a lifetime award. United pushed the originating departure time back three times making the arrival time 3 hours after the scheduled award ceremony instead of the original five hours before. No compassion - NO EFFORT - NO HELP at all. And I'm stuck waiting 6-8 weeks for a checked bag refund.
    Customer relations at 800-UNITED-1 gave me a crappy $250 e-certificate as a "compensation". I've lost out on an experience that I can never replace and I've spent good money on a formal gown, accessories, hairdo, manicure, and pedicure for nothing.
    United does NOT value its customers. You are just a body in seat. NO customer service at all.
    I'm hurt, disappointed, and dissatisfied with UNITED. I'll never get my day back to receive my national award. UNITED robbed me.

    Maryelle 7/15/10 9:56PM

  • I just returned from a round trip flight {PDX-Dulles) and it was one of the most horrible experiences I have had flying. I made the mistake of booking my reservations via phone instead of the Internet. I had the worst time trying to understand the woman, I was almost in tears when it was over. I didn't receive a seat assignment (that's another story) and to top it off just received my VISA bill and there was a $25 handling charge--BROTHER!! They should pay me $25 for putting up with them. I found the flight attendants to be rude and extremely unfriendly--thought it was supposed to be The FRIENDLY SKIES of UNITED!! NOT!!!
    I won't be flying United again

    Suellen

    SUSUZRO@aol.com 7/14/10 5:01PM

  • I am in the same boat as Sandi. Purchsed ticket for LAX on 27th of June and cancelled same day. Here it is the 14th of July, and still no refund. I am not sure what takes so long. According to the site, refund should be in 7 business days. It is now 13 and nothing.

    Anonymous 7/14/10 8:24AM

  • I had a ticket from Toronto to Istanbul via Chicago, i.e., Toronto (~ 7 PM) to Chicago (~ 8 PM) via the United airline, then from Chicago to Istanbul via the Tukish airline (arrival in Istanbul 11 AM).
    also I had a separate ticket (Atlas Jet) from Istanbul to Iraq (Erbil) on Jul. 8th at 11 AM. i.e., I planned to stay in Istanbul overnight then going to Erbil at 11 AM on Jul 8th.
    Because of bad weather in Chicago, we stayed inside the plane in Toronto for about 3 hours. By the time we arrived In Chicago, I missed the Turkish plane. I was reissued another ticket (Chicago to Frankfurt with United , then Frankfurt to Istanbul with Lufthansa) i.e leaving Chicago at ~6PM, Jul.7th and arriving in Frankfurt at about 10 AM on Jul 8th, then leaving Frankfurt at 1PM and arriving Istanbul at ~5PM of the same day). Because of these changes:
    1- I missed also the Istanbul-Erbil (Iraq) flight Atlas Jet. The latter did not change or re-issue another ticket (so I lost 3335 US $), and I could not buy another ticket because everything sold out until Jul. 14th, so I decided to buy a flight ticket to Dyarbakr city (~200 US $= 279,000 Turkish Lira) and go by land from there by taking a Taxi to the Iraqi border, and from there another Taxi to my city “Sulaimanie”.
    2- I could no sleep for more than 70 hours (waiting for re-issuing ticket, waiting for next plane, searching for my bags, going by land and changing taxies, etc).
    3- I lost extra 350 US $ (Dyarbakr flight plus Taxi)
    4- I lost two bags, one big and other small (0016UA-300176 & 0016UA-300177).
    5- I exhausted
    6- No services were given by the initial airline (United), i.e., no accommodation, and other services.

    Anonymous 7/11/10 7:35AM

  • I flew United 3 times last year in addition to my employee's travels on United. EVERY flight we booked with United resulted in a bad experience to the point that we no longer allow our company to purchase United flights...even if they are cheaper. It's just not worth the headaches. For example: In Seattle, we have to be at the airport an hour ahead of time. We had a Saturday flight (normally we travel weekdays) and we arrived 90-min ahead of time. The United ticketing line had well over 150 people waiting with only 4 United agents. When we inquired about the long line we were told, "It's cruise ship day. You should know that you have to be here at least two hours in advance." How are we supposed to know when it's cruise ship day? And if this is typical, then why don't they staff accordingly? We finally got checked in but had to carry on all of our bags; made it through security and arrived at our gate...just as they closed the door. That's right, they knew we were checked in and heading for the gate but they closed the gate on us and 8 other people. I was so infuriated after being treated rudely by the gate agent that I walked over to the Alaska counter and purchased two new tickets to our destination. This is only one of many bad experiences...some better and some worse.

    Anonymous 7/11/10 2:09AM

  • My husband and I are traveling to China this summer. We bought and cancled on the same day. That was July 1st, and they sent us a notice of credit. We are still waiting for the refund to hit our bank. Try talking to customer service, get real. No one in the refund department has a phone and they will e-mail us in 7-10 business days. In the mean time we have purchacsed another set of tickets through another airline, thinking the refund would be done on July 1st. Now they have $4,100 of our money and we are overdrawn at the bank. What a nightmare. Easily they take our money, good luck getting it back......

    sandie 7/8/10 11:08AM

  • A 5 hour flight coast to coast, 1 hour delay, and my wife cannot even get a pillow or blanket. The cabin was even chilly for me. Its a good thing that United no longer offers any food services, you would have to wake up the flight attendants from their 3 hour nap. We came back to the US on SKS. What a difference in attitude. No wonder they were BK a number of years back, they will probably try it again. Unfortunately we would probably have to bail their pensioners out once more.

    Anonymous 7/8/10 8:18AM

  • Customer Service??? Are you kidding me? United has gone to new lows in the LACK OF CUSTOMER SERVICE! In Sept my son, a soldier, flew back to his base, Camp Humphries, in Korea. His bags were lost, ok that happens only it took them 3 weeks to get him his bags. After SEVERAL frustrating phone calls the gal asked where his bags were going and I said Camp Humphries in Korea - she responded by asking me if 'that was like a hotel or something?' ARE YOU KIDDING ME???? She asked this several times. Once when I called the gal said the bags were on the truck to be delivered and I said, "really?? Are you sure? you're telling me his bags are on a truck and will be delivered any moment to him?" and she replied 'yes' to which I said 'THAT'S INTERESTING BECAUSE IT IS MIDNIGHT IN KOREA!!" Seriously, is this the way our soldiers are treated? Now, when I haven't received his voucher (haha) they're giving me the run around and lying to me about it but after reading several comments it sounds like the voucher is a joke. I say we lose the CEO's bags and let him try to retrieve them himself. I'm calling the newschannel because this is ridiculous.

    lawlerabode 7/4/10 12:09PM

  • Flew from San Diego to continue flight to Guam. I was charged $100 baggage fee even after telling the counter people that I am flying international. Nope, wouldn't hear of it.
    Called Continental and was told that I shouldn't have paid. Confirmed by another United airlines agent.
    I paid cash but no receipt found.
    How can these people manning the desk not know. Or they do that intentionally hoping that passengers will forget and not request for a refund. It's just too much hassle.
    I'll try to avoid United and would tell friends and relatives to do the same.

    eve 7/2/10 4:26AM

  • I called United's customer service desk to find out which of two possible flights my 90 year old mother had booked herself on in SF so I could meet her at the Medford OR airport. She has no cell phone so my only source of info was United's customer service desk. I had to end the first three calls because each of the three agents who picked up the phone spoke at best rudimentary American English and we could not understand each other. The fourth agent (on the fourth phone call) and I could understand each other but she was very rude.

    DGail 7/1/10 9:56PM

  • on 6/28/2010 me and my husband were returning from honolulu,hawaii,we were celebrating our 52/nd anniversary,it was our first experience with flying and probably our last with your airline,our return flight was from 4:15pm to 5:18am to chicago o"hare,flite 7373gate,f4 to leave at 7:50 to st.louis,mo. but we noticed another flight for denver was to leave at the same terminal at 8:00 which we knew was impossible for two planes to leave that close together.since there wasn't an announcement i inquired about the time scheduled problem and was told to go to the next terminal at e3 and there we noticed there was no indication that our flight to st.louis,mo.7373 was even leaving from that terminal so i inquired again only to be told we needed to go to terminal b3 which was at the far end of the airport.which was where we had just been dropped off at from our previous flight. we hand four suitcases, a shoulder carryall,that we had to manage all that way,i am 67yrs. and my husband 70yrs.so this was not an easy task only to be told our flight would be delayed,then when it was okay to boared the plane we were told after a 20 minute wait that we needed to disembark the plane and take our luggage back to the terminal and wait for further notice which we waited another 15 to 20 minutes before we could board again and then waited on the plane for clearance.we origanilly were suppose to be home by 12:00pm.we have a dog rescue,sancuary and the person there attending to the dogs needed to leave no later than 1:00pm and since we didn't arrive in st.louis until 10:30pm and we had to pick up our truck in overland and drive 3hrs. to our home in greenville,mo. our caretaker of our dogs was late leaving our place which in turn caused more problems.so you can see the reason for our discontent,annoyance and aggrivation!

    dosey harper 7/1/10 12:32PM

  • SEROIUSY??? INDIA? Can not connect with American service agent. Come on this is ridiculous. Customer Service is beyond awful, its a racket.

    Did not use a portion of a ticket and was told I had $150 credit and had to use it within the year.

    Went to apply the $150 credit to a new ticket ... and was told I would need to pay $150 service fee. ??? Seriously!

    No wonder these airlines are failing. This is total and complete BS.

    Anonymous 6/30/10 5:10PM

  • I flew from SFO to BUR on June 28, Flight #6131 (originated from YVR Flt #887), arriving at 10:00 pm. I was worriedd my luggage did not arrive with my flight and looked for assistance in the airport - to no avail. I found out that United does not keep a staff member available at the airport past 8:30 pm. So I was completely at a loss, unaware where muy luggage is and when will it ge into Burbank. Some from Alaska/Horizon suggested I return to the airport the following morning since no one from United is there to assist in locating my luggage. So I drove home worried, frustrated and disappointed and could not even sleep knowing I had a packed cooked meal that will spoil overnight. And it did. It also left a sickening stench that hang over my good clothes! The ticket counter agent ushered me to the baggage room the following morning and I got my (stinky) luggage. This is a harrowing experience for me and hope it was the first and last one flying United.

    Anonymous 6/30/10 9:02AM

  • My daughter is on her honeymoon right now and her husband's luggage did not arrive. It is now the third day. We have been run around and lied to constantly. We cannot understand the customer service representatives. We travel alot and have never encountered this kind of incompetence. It is ruining their honeymoon as he has no clothes. UNBELIEVABLE!

    sue.lyons@uc.edu 6/28/10 12:05PM

  • I was on a trip from Milwaukee to St Louis via Chicago. When I landed in St. Louis one of my bags was missing. I went to the baggage counter and was told "your bag was taken back off the plane in Chicago due to weights and balance and will be on the next flight in". I called the 800 number which happens to be in INDIA. I was lied to all day long saying that my bag would be on the next flight. My bag stayed on the tarmac in Chicago in the rain ALL DAY!!!! I made over 30 calls to INDIA that day telling them how important getting my bag out of the rain was and that I was going to miss an event I had allready bought tickets for. Needless to say, I missed my event which cost me over 200 and the damage to the contents of my bags was over 3000. I can't reach a person in the US. I can call India all day long but they refuse to give me a number in the states to speak with someone. Even when my bag was out in the rain I begged them to give me the number to baggage in Chicago and they said there is no number. Which is crap now almost two weeks later I do have the number.

    The negligence of customer service is unbeliveable! I have sent out numerous emails to United to only have none of them returned. It seems the only way this company will talk with anyone is by email!!!! I will never fly United again. I will gladly pay a higher price to fly with someone else. As a soldier in the US Army I am thankful all companies don't treat me this way.

    If anyone reads this before flying United...DONT....go to Delta or Southwest!!!

    duke 6/26/10 7:49PM

  • Please help....in my effort to make reservations...I found that the agents did not know the product...made promises that were not true. Could not rememeber the flight #'s I was calling about.......it was such a horrible experience.....please can I get someone who speal clearly.....here in the US..........please

    jagyarboro@aol.com 6/25/10 11:16PM

  • The evening before my flight to Portland Or from DC I upgraded my ticket to an economy plus ticket & paid the extra $69.00. At the boarding gate the agent switched my economy plus ticket to an economy ticket. the plane was full so had no choice but to sit cramped like a sardine for 5 hours to Portland. Upon my arrival I called united & was told I had to go online to request a refund & for my trouble he would email me a voucher for $150.00 & that I would still be allowed to get my $69.00 refund as well. So I went ahead & purchased an economy plus seat for my return trip on the 15th. I lodged 6 complaints on united.com..but never heard back from them. I have made multiple phone calls & all to no avail. Basically you are at their mercy & forced to suffer what ever they dish out. I will let my bank handle this matter & dispute the charge. It's the principle...not the money that's at stake here. I will never fly with United again.

    Anonymous 6/24/10 8:32PM

  • Is anyone listening at United Customer Service?

    I have called United customer service several times. their first sentence is: Pay us $150.

    Talk to refund department. If the refund deaprtment does not acknowledge your email, that is too bad.

    May I speak to someone at the Refund department? There is no telephone number?

    What do I do if the Refund department does not acknowledge my emails?

    Response: Write again.

    United has the capacity of a black hole.



    Anonymous 6/24/10 10:20AM

  • My daughter just went through the most humiliating, horrible demeaning experience with a "supervisor" at a United ticket confirmation desk. Not only was she spoken to in an aggressive and angry tone, but she was told that her paperwork would probably not get her home again. This 'supervisor' would not let me speak to my daughter, or even approach her (despite the fact that she was still in a public area and had not yet gone through security). She stood there in tears, providing passport. high school ID and ticket peperwork. She was treated with absolute rudeness and coldness. Finally she was cleared to go through and ran back to give me one last hug. As I whispered in her ear that everything would be OK, that same supervisor left her desk, approached us in line, and told my daughter to "Move it". (On a side note: Two security guards tried politely and repeatedly to allow me to stand next to my daughter but were told by that same supervisor not to allow me access. They did their best to reassure me that all would be well and I believe that they too, could not believe how my daughter was being treated. Additionally when I later called a reservation agent to ask what in the heck happened, he tried desperately to provide me with an explanation -- although there is no answer for such abhorrent treatment of passengers --- and he apologized on behalf of United Airlines. He was kind and courteous and amazingly helpful. Ultimately, he could not explain the blatantly demeaning behavior of the supervisor).

    Here's the thing: I support wholeheartedly airport screening. I applaud them for every second look, extra procedure, re-check, scan, question and inquiry that they apply. I appreciate that they take every measure possible to keep me and fellow passengers safe and I am grateful for their thouroghness. I in no way resent that they questioned her paperwork and that they scanned her purse, her shoes, her body. What I DO RESENT is that this female supervisor did it so rudely, so brutally and so willingly. She tarnishes the reputation of United Airlines and she should not in any way be working with the public. I am appalled and shocked and really, really, really sorry for the next person she does it to. I hope that her next victim will not be another shy, Advanced Placement/Honors newly graduated senior who is heading off to college, because it was a sickening experience and I wouldn't wish it on anyone.

    whataday 6/23/10 5:33PM

  • My sister was supposed to be on a plane full of minors on the way to Fargo from Chicago. The flight was cancelled, and when we called this number to get some type of reasoning, we were put on hold for an unknown and ridiculous amount of time. Even the recorded message was worn out. This company is irresponsible, and my sister is still in O'Hare with her class.

    Pissed As Hell 6/23/10 1:28PM

  • One word, Horrendous! UA has to have the rudest personal of all the airlines. And to add insult to injury, they fee you to death. For example, my gf traveled from Seattle to Denver this past week. Because she arrived early, she was charged the "premier line" fee. This was NOT an option. She had to pay an additional $78 or wait outside the secure area until closer to flight time. Because she knew her flight was on the far side of the airport she paid it. We have contested this fee to UA and to the FAA. Oh, and when she attempted to get help 1) in three major airports there were NO supervisors and 2) she was consistently told by UA persons "the fee was not an option, is not refundable, and fill out a web-form to request a refund".

    Anonymous 6/22/10 6:25AM

  • i flew from atlanta to burlington, vermont through dulles 6/17/2010 flight 7511 connecting to flight 7089. the check in person at the counter without even acknowledging me said give me your ticket. i did and a red light went off on the reader. he then said 'step aside'. no comment until i asked what is going on. 'you purchased a cheap seat and are therefore being bumped.' i was livid. again no eye contact just a waive of the hand to step aside. i said i would not fly united again and then he said 'get on the plane and take any seat?' very strange customer service especially considering i ended up sitting in my original assigned seat!

    kl 6/21/10 5:33AM

  • They suck... I just called was on hold for 15 minutes and when I finally was able to speak to someone and I asked a question they could not give me a straight answer they hung up..they were rude and I could not understand a word they said...

    Anonymous 6/20/10 6:38PM

  • I BOOKED MY FLIGHTS 1 MONTH IN ADVANCE AND SELECTED MY SEATS. WHEN I WENT TO CHECK IN ONLINE, THE SEATS WERE NOT ASSIGNED. MY FAMILY WAS SEPERATED. WORST CUSTOMER SERVICE EVER! NON ONE WAS WILLING TO HELP OUT OR WORK WITH YOU AT ALL! NO RESOLUTION SKILLS WHAT SO EVER! YOU WOULD THINK UNITED'S SEATING WOULD PUT THE 4 PEOPLE TOGETHER SOMEWHERE OR WONT ALLOW ANY SEATING ASSIGNMENTS WHEN THERE ARE 4 PEOPLE AND THEIR SEATS WERE NOT ASSIGNED YET. HOW DIFFICULT WOULD THIS BE?

    Anonymous 6/19/10 12:53PM

  • Horrendous!!! There's no phone listing for customer service. I searched the website thouroughly and called the only number I found only to be sent through the worst phone tree. HOW DO I GET A LIVE PERSON!? I started babbling and laughing at the prompts because they were so not what I said and not getting me anywhere! Finally I got really agro and got connected to India... only to be hung up on!!!!! I told the rep on the line, "I'm sure you hear this all the time, and I'm sorry, but I just spend 20 minutes searching for a live person and that is really bad for business..." Only to really that I was talking to myself. I got a free ticket and that is why I'm flying United, but honestly, never again if Southwest, Jet Blue, or anyother airlines is available. Southwest is not only less expensive, but fun and positive and HELPFUL! United service is ridiculous!

    kimberjensen 6/18/10 4:26PM

  • United Airlines is horrible!!! My husband, as I type this is stuck in Indianapolis and not one person at the airport can tell him when his flight is going to leave. I have called customer service and they are having a computer problem so they can't help me either. I can't believe that an airline runs everything off of one computer network and when that goes down, there is nothing they can do. That just goes to show you that the high ticket prices and baggage prices aren't going to customer service. My husband was there on a business trip and do to the lack of assistance that United has given, they just lost a big account!! Great job United.

    Anonymous 6/18/10 3:45PM

  • United...thenk you for this forum to comment on your service. But, why would you provide it if you don't read it. There are many choices for airline travel to most destinations. What makes one better than the other. Only one item...SERVICE. That is it in a nutshell. I don't care if you have 2 employees or 2 million...you are only better than your competition because of the service you supply and from what I am reading here, you don't have a prayer of staying in the game. You can not, absolutly can not ignore customer service if you expect to stay in business. Wake up United or say goodby.
    Larry Marty
    Clinton, Wa.

    Anonymous 6/14/10 2:53PM

  • On Flight #6501, Sunday June 13, I was seated next to a person who was so large, I was unable to have full access to all of my seat. The armrest between us could not be put down. Neither she nor I could move in ANY way to keep us from touching all of the way from Denver to Little Rock. I did not get the full seat I paid United Airlines for.

    The air cooling system was not working to full capacity which further exacerbated the miserable flight accomodations.

    I am not a prejudiced person and have great empathy for all who have special needs. However I feel I should not be slighted and receive less "product" than another who does have special needs.

    Anonymous 6/14/10 10:58AM

  • Here I am in Florida listening to India placed on hold POLITELY for the 3rd time. All I asked was the passenger cabin temp.so I knew how to dress from Fl to Calf non stop He first came asking me what type of pet it was. i told him I don't dress my pet..I don't have one It was myself I wanted to dress. I am still waiting 8 mins later. I think he has gone to an airport with a thermometer to check because he can't find the information. Oh now I am told it depends on how high it flies and the humidity!!!!! GIVE ME A FLYING FOOBAR DUMB AS A ROCK I AM TOTALLY DISGUSTED

    J 6/14/10 7:25AM

  • I've been waiting on hold nearly 20 minutes now and I'm still waiting for my status as a "valued customer" to be acknowledged. The the audio loop is playing Gershwin (still) and I've heard all of the adverts at least four times. I have not managed to reach even a non-English speaking agent yet. Tells me what my business means to them!

    Anonymous 6/13/10 1:55PM

  • My wife booked my ticket on line, when i arrived at westchester Airport, the lady refused to except the booking, saying i could not produce the card, there was nothing she could do, i ask to just pay for aticket, she said No, i had to clancel the first one first, I ask for a Supervisor, she said she was and wad in charge, and will be the only one I could deal with, another lady show up and started making side bar remarks, about how we didnt know what we were doin when we booke the ticket, all sorts of little remarks towards me and my wife, This was the worst customer service i have ever had with an ariline in 35 years of flying. I left the United conter, and went to Delta and bought a ticket, so i could make my trip, these two ladys should not be in customer service, if i ran my business with people like this i be out of business. Now i know United will just keep the money, even though they did not provide the service, and their employes were rude, and simply just didnt careabout anything except to recieve their paycheck

    chester 6/12/10 4:49AM

  • I, too, hate that we now have to speak to agents in India who all have thick accents making it hard to understand. Plus, you don't always get the same answer if you call twice. What's up with that? My other pet peeve is that their phone system sucks! When they put you on hold you get that darn United music all garbled up and annoyingly loud.

    Anonymous 6/11/10 2:05PM

  • United Airlines has the worst customer service I have ever experienced. They have outsourced all calls to India. I called several times to see if I could get through to the U.S. but had no luck. I will not be flying with them again. I don't trust an American company that cannot provide customer support in english.

    Anonymous 6/11/10 8:53AM

  • Horrible customer service. Agents are in India and don't speak English.

    Frustrated with United 6/11/10 8:40AM

  • I had questions about traveling with a 2year old with his own seat. Could not reach a customer service representative on the phone number posted. Was sent to reservations.
    That person told me that there was no number for customer service and that he would answer my questions. For every question I asked he had to go and ask someone else. As a result the phone call took a very long time and I'm not entire convincedthat the answers were accurate since I was talking to a reservations person. What happened to customer service?

    Anonymous 6/9/10 10:49AM

  • I just returned from Colorado - UA from Denver to LAX with transfer to Delta Air to fly back to Hawaii. United Flight 85 bparded 241 pm at Denver, we did not depart till about 4 p.m. [plane sat at gate with passengers] because United did not have enough staff/workers to LOAD THE LUGGAGE! This caused a one hour delay and left me with 30 minutes to get from United to Delta at LAX...I let the crew know and supposedly my connection need for a cart or agent was going to be at the gate. There was NO ONE, I went to ask another UA agent who gave me directions to Terminal 6, which I had to fast-walk and then from there find Terminal 5 and just made my flight with 5 minutes to spare! No thanks to lack of signs at LAX to get to terminals nor to lack of UA Agents...I plan not to fly UA anymore!
    Question if UA is responsible for my missing a connection WHO will actually help me? All the postings here suggest that calling the help desk (India) is a waste of time!!! Any phone numbers for the USA help desk?

    Leilani 5/27/10 1:48PM

  • Hello,

    I was supposed to be on the 10:22 flight from LAX to Sydney on May 24th. Due to multiple layovers I was unable to make my 10:22 flight. Since United only has one flight per day my ticket was refunded for the next flight out and I have to sit in LAX for 24 hours.

    I was given a voucher for a discounted hotel. I am upset by this because I fell that United should have done more for me in the scenario. United should have given me a free hotel stay and meal vouchers, such as what someone going through a similar scenario with American Airlines would have experienced.

    On top of not being provided with adequate travel accommodations for my 24 hour layover, the United representatives at the counter were rude and unwilling to work with anyone past getting them tickets for another plane. I have also called United's help line a few times during this experience. The help line is extremely flawed and irritating as a flyer on your airline. I had to go through several menus to be able to speak with an actual representative when I had very little time.

    Overall United Airlines has been difficult to work with for this trip. I would suggest that United think about what level of customer service they want to provide to their customers if they want any return customers. After my return flight home from Sydney, Australia I plan to not use United for my air travels ever again.

    Thank you for your time in regarding my concern with your airline.

    Anonymous 5/25/10 2:19AM

  • When I called United's customer service and got Indy, I did ask to be transferred to a rep in the United States but was denied. I was told that they handle all communication for United and if needed they will contact United States on my behalf. They put me on hold and said they called US but got no one and of course refused to give me the number that they have for the US. I state again, that there is no way that a India can effectively handle calls from consumers in the US. Not to mention that United took jobs from the United Stated and gave them to India. It is obviously that United Airlines is not dedicated to the US. Talk with the employees of United and they will say the same.

    RR 5/23/10 8:19AM

  • To those of you who need to use United and call for reservations and get a person in India who you cannot understand, ask to be transferred to the United States. If hung up on call and call again, eventually you get a call center in the U.S. By-the-way, this works easier for other companies who have "hired out" customer service to India. The requested "transfer to the U.S." goes very smoothly - only United has problems. Well, and let's not speak of their flight attendants! They'd be better off asking for volunteers on the flight to serve/help and giving them a free round/trip ticket. I actually got up from my seat (after 4 attempts of asking 2 different flight attendants - who were too busy filing their nails, and yapping) for a bottle of water. Got up and got it myself- as one of them said "oh no, you can't do that". I told her, "well, apparently you can't either"! Trans Air is the way to go. Luthansa (SP?) is also very helpful. United-go bankrupt-soon please. Also, have troubles and used your credit card-complain to your credit card company and demand they take the charges off-they will & negotiate with United. You do not have to pay! This works with all credit card purchases-extra protection. By-the-way, credit card companies don't really advertise this benefit. But it's there (in the very very very microscopic print)some of us read.... Also, write a letter to the CEO and have it signed for.....This also seems to help immensly with all companies - even district manager names/numbers or for franchises the holder companies franchise headquarters. I ordered a new Volvo some years ago, got called and told it was in-only not the car I ordered, the sales mgr. said it wasn't available anywhere in the U.S. I asked for the office of North American sales (in N.J.) and got my car delivered within a week (by talking to the CEO's secretary) with a $1K discount (for my inconvenience). I expect the service I pay for - PERIOD. Actually, had a problem w/a restaurant (they served me an after-dinner drink w/someone elses lipstick on the glass) asked the waitress to make certain I got new liquor and new glass. She agreed. Then watched the bartenders reflection in the mirror as he poured it into another glass. Spoke to mgr. got District Managers name & number, he was in Hawaii, got the name of hotel & number, had him paged - got alot of flowers (hand delivered by the mgr. and district mgr.) plus a year of free eating.....

    a font of information 5/22/10 4:22PM

  • BOYCOTT United Airlines. I was in a crisis yesterday and could not get help from anyone with Untied Airlines in the US. United Airlines has moved all its customer services/reservation jobs to India. How in the hell can someone in India help a US citizen during a crisis moment. I tried and all I got was "I don't know". Not to mention that you can't even understand the folks in India. The economy is struggling in the US and United is not deciated to the US since they are moving jobs to India. I spoke to the employees of United Airlines yesterday 5-21-2010 and they are not happy with United either...stating that they keep moving jobs to India. If United Airlines will not support the US by keeping jobs here then move to India. BOYCOTT United Airlines since they do not care about US citizens.

    RR 5/22/10 4:03PM

  • OMG. After speaking to 4 or 5 agents and supervisors I finally reached an agent named Jenelyn at the UAL web support center. She was polite, knowledgable, fluent in English, and clearly interested in finding a resolution to my problem. I spent 48 minutes on and off hold as she worked in the problem, but in the end everything was corrected and the problem was resolved. Shout out to Jenelyn!! Boo to UAL!! If only 1 rep in 5 is competent that's a really-really sad statement. Reachability (4) because Jenelyn couldn't get a supervisor on the phone; Cancellation/Return (6) because it took 3 attempts to get a satisfactory resolution; Issue Resolution (8), in the end Jenelyn used her common sense; Friendliness (5) because I averaged the whole experience. One supervisor was just rude AND incompetent. Product/Service Knowledge (3). The first 5 agents and supvisors were better trained at saying "no" than finding a solution to the problem one of them admitted was caused by their oversight.

    WornOut 5/20/10 9:38PM

  • I don't think I can come up with enough disparaging adjectives to describe the lack of competence in UAL's customer service. Incorrect information from the agents, poorly trained agents, agents lacking fluency in the language of the customer, supervisors that are only interested in giving pat answers instead of solutions - even after they have acknowledged the problem!!!

    WornOut 5/20/10 3:41PM

  • I have been trying to book a ticket using credit from a past flight, and I can't get anyone from United from the U.S. to speak to me. I keep being routed to a helpdesk in India!!!! Nobody has been able to help, language is a problem. This is nuts! I am trying to buy a ticket, and can't reach anyone to help!!!!!!!!

    Anonymous 5/19/10 1:23PM

  • In April, I contacted customer service about a recent April flight from Phoenix to Rochester with a flight delay from Phoenix to Chicago and I have not received a response. Due to the delayed flight to Chicago, I was told that our connecting flight to Rochester was delayed also and that we would be able to make our flight. I was told the same thing in Feb when I had the same flight and ended up taking a train home from Chicago. The customer service rep told me that the flight would be in Chicago and that we would make the flight. We did not and once again took the train ride from Chicago to Rochester. The next available flight to Rochester was Thursday. It was Sunday we needed the flight home. Please help me and ask the Customer service desk to respond to my e-mail to them in April. Thank you! Nancee

    Nancee Sanders 5/18/10 9:05AM

  • The WORST customer experience in my life. Try to find a live person to talk to- good luck! First they double charged me for my ticket in February (you'd think their baggage fees were enough) and I am still waiting to get my money back in May- or even hear from the refund department other than automatic replies to my letter that say someone will reply in 10 to 14 days! I have spent HOURS on the phone trying to get someone either on the phone or get someone to help me- with ZERO LUCK. I have checks bouncing from this, and about $200 in check charges to add insult to injury. What a bunch of unthoughtful, unprofessional horse's lower behinds this company is! I had just switched to them from another airline. Wow was I wrong! I wonder if anyone from United reads this stuff- I doubt it, otherwise it would be a better airline. And they wonder why Southwest has customer loyality....that is where I am heading and I hope the experience is better than this one! United used to be a good airline. What happened???

    maggie 5/13/10 4:42PM

  • Over 6 hours delay at SFO - UAL 6408 on May 6. Changed a/c 3 times for EUG because of maint problems with CRJ's. Then on May 10 while waiting to board a 6 a.m. departure -UAL 6151 from EUG - DEN, we were informed the lav was inop for the entire 2 plus hour flt to DEN. A/c was a CR7. This cannot be repaired during the overnight at EUG? I can't wait to fly United Express/Skywest Airlines again to see what else occurs. I'm a retired pilot & FAA employee. I realize it's a tough business but was not impressed with Skywest. Another pax, also a former pilot, knew someone in the system and learned the crew had to get to EUG for the following day's 5 leg schedule. Skywest finally grabbed an arriving CRJ from PDX and dispatched it to EUG to get the crew - and us - to EUG. Cannot imagine what problems that change created for another crew and passengers originally scheduled for someplace else.

    Anonymous 5/13/10 9:01AM

  • Would you PLEASE show terminal!! Departure and arrival on your support pages.Even computerised answering does not give which terminl you need, When you leave from major airports this is important!

    sherry graham 5/13/10 8:22AM

  • Unitrd airies has showed some of their poorest colors... I have had booked tickets in aa short period of time due to trying to make it to a funeral for family member got confirmations for my overseas flight and back. Showed up to be boarded but my tickets were supposedly purchased too short before departure they turned me around. So I booked another fiight next day in which again I had connecting overseas flight.... this one was fine but when I showed up 2 hours early as told found out my flight was cancelled due to crew problems.. mind u I paid exra as only seats supposedly available were plus seats...they tried to scheme their way out of rebooking entire route when they cancelled my flight which was leaving at 10am. The next one wasn't till after 3 my connection was at 255. They toldme I would make that flight.... ummm nope I did not rebooked me on a 545 which gave me but 10 mins to get out of the plane and into another.... making me miss the wake... not to mention put me in the econo seats.. yep the one with maybe 5 inches between seats I'm short and skinny but could barely fit in those. When I inquired about the other half of the plane with more leg room which was empty they told me I have to pay 97 each to get there... coming back my original itinerary said 6of may but they sent me a confirmation for the 9th...now coming back were delayed from frankfurt for an hour and they routed extra 2.5 hrs longer so I was late for my connecting flight home.. they rebooked me on a flight leaving 5pm next day.. do these people think people have no lives when they travel? I need to go back to work!!!! I lost 5 days now.... oh and because of my incoveniance they will pay for a hotel shuttle.... not the hotel... or food... I remember once another airline provided us vouchers for the hotel if we wantd to rebook and meal vouchers ... united number 1 in dissatisfaction. Even their attendants are like that I asked for wine which I was ready to pay for instead he gave me water..... asked for soda got juice... food sux too. In plane bathrooms had no soap either... this is a 10 hr flight people.... nasty... never again... will pay extra 100 to go international provider next time

    magz 5/9/10 9:25PM

  • they suck....I give up trying to use my voucher after I got bumped...that is of coarse what they wanted all along.

    hibbie 5/8/10 4:37PM

  • No "Customer Service" in customer service. Long waits for roborlike responses.

    Anonymous 5/5/10 8:05AM

  • My flight was canceled from Honolulu to Miami and at any time the company offered me explanations of why and how they would fix it. I missed a whole day at the airport in Hawaii waiting for them to solve the problem. I finally could get to Miami but with 3 connections. In result I missed 2 days of my 5 days trip to the US. Because of that I tried to change my return flight to Tokyo and they said they could not do anything to help me because they did not control the other legs of the flight to Tokyo. United Airlines customer service DOES NOT EXIST. You cannot reach a live person to talk. Finally I got a trick how to talk with a person over the phone (their customer service is overseas!) and during this process, their employee accidentally canceled my return flight and DID NOT REALIZE THE ERROR !!! When I was doing my check in to fly back to Tokyo, they COULD NOT FIND my reservation WITH my reservation number !!! Again I spent hours talking with their employees and on international calls trying to get a live person on the phone to understand what happened. I am disabled and for the second time I had to stay HOURS siting at the airport waiting for them to solve the problem that AGAIN, THEY CREATED!!!! At the same time there were a couple of elder ladies with the same exact problem and this DISGUSTING company could not even treat them right !! United Airlines is the WORSE AIRLINE COMPANY EVER. THEY DON'T EVEN HAVE A REAL CUSTOMER SERVICE. I will NEVER FLY again with UNITED AIRLINES or any of their partners. NEVER!!!!!!!!
    To finalize, after all they ruined my trip and I never got a compensation, not even an email with apologizing their INCOMPETENCY.

    Tanimoto 5/4/10 6:37AM

  • Ditto that United Airlines sucks. I have tried every form of communication, except smoke signals, to request a bereavement refund and a change refund due to a medical emergency, and resultant death, in the family. Have had absolutely no response. They make it that way so they can keep our hard-earned money for themselves and they expect customers to give up and forfeit whatever is owed them.

    Myrna 5/3/10 4:22PM

  • I think United Airlines customer service stinks. I have been trying for 3 weeks to get a refund for my disabled daughter, who after we made a reservation for $1581, her doctor told us because of her mental illness she could not travel, the only response I get from United as far as a transfer of usage of the ticket/and or a refund was that my daughter could use this ticket anytime within the next year. THE PROBLEM IS HER DOCTOR WILL NOT LET HER TRAVEL BECAUSE OF HER MENTAL ILLNESS.

    The way UA has their customer service system set up, I cannot talk to a person to reason this through and when ever I try to talk to someone, I keep getting sent back to reservations and then I am told to send an email to refunds. I have even been given a phone number to the Denver airport UA customer service and guess what, it takes me right back to reservations/refunds where I began 3 weeks ago.

    If a real person reads this, I would appreciate a call to find out how I can get a refund of the money that my disabled daughter has lost at this point.
    Thanks,
    Joe Roos
    720-394-5595

    Anonymous 4/30/10 2:48PM

  • I tried for 1 hour to reach a live person. With the help of this website I got a person overseas that got all the information I needed. There is another number you can call for international flights: 1800-538-2929.
    Thanks!

    stanimoto 4/29/10 10:14AM

  • United Airlines is horrible if you actually need to call them and ask for help. All you get is folks who clearly do not have a great grasp of the English language / dialect in a way that allows them to speak it so a typical American can understand. It is so frustrating to have to keep repeating everything I say numerous times and to have to ask them to repeat it numerous times ... then at the end of the conversation just hope that they understood. Furthermore, if you actually want to speak with a person who can help you with any issue that does not fit within their tightly defined process ... GOOD LUCK .. even the supervisors seem to be pretty much useless. I for one will be swearing off of United for both business and pleasure unless their price is just so much cheaper than any other alternatives I can find. I have never had these types of issues with Jet Blue, Southwest, or US Airways. I even got better service from Ethiopian Airlines ... who's employees spoke much better English than United's... The only exception to this was the gate agent in Orlando airport and the ticket agent in DCA airport ... but this seems to only be about a 50% positive experience with them lately too. I used to actually enjoy United Airlines and I was shocked when several people I knew lately told me how bad United is ... They have become horrible!!!!

    Anonymous 4/27/10 6:43AM

  • I tried both numbers and got NO help what-so-ever. I can read what is on the website but I needed a little more clarification. When I called I got, both times, someone whom I could not understand because of such a thick accent. The question I had was about taking a pet in a kennel in the cabin. The people I contacted could not even pronounce the names of the listed animals on the website, much less answer my questions. I was very unhappy as I just wanted information so there were no surprises at the terminal. Will fly with someone else in the future.

    Anonymous 4/26/10 6:08PM

  • All I tried to do was to change a reservation to a more convenient time for me, and was told, "yes, we can do that, but it will cost you $150.00"!!!!! What a ripoff!! Whay on earth can't I now change a simple "Mileage Plus" reservation, which is more than a month away, without a usurious , ridiculous $150.00 fee???

    Marissa10 4/24/10 11:16AM

  • Purchasing the Economy Plus upgrade seats in the On-Line check in process has caused me great trouble. It generated an 'fulfillment error' but without instructions on how to resolve this. I tried working with a rep on the online chat but that fell through. Then I tried to cancel the check in online, as the chat specialist suggested. I did it. Tried once again to purchase seats but was told that I was already checked in. Needed to cancel the check in. Called to customer service. He was pleasant but was not able to able to transfer me to the online help desk to help me print new boarding passes. I feel as though I have been in cyber hell! I do not think that I would ever consider using United again. Thank goodness for the sanity that Southwest Airlines. As I am typing this message to you, I am on the phone for the second time and am giving my AMEX information for the 4th time, once on line on the checkin section,; once again on the on line chat, and twice on the phone. While you customer service people have been very polite, they do not seem to have a system that corrects the situation. I am beside myself!

    Colleen Sacks 4/21/10 12:52PM

  • The return flight was flight 886 on 4/17/10 SFO to ORD.

    At the beginning of my trip:
    I didn't check in on time. My flight was lost. I was emotional because of my brother's death last month. His memorial was the next day in Sonoma, CA.

    I felt lost, sad, and abandoned by this lost flight. I was 10 minutes late to check in. All due to some new signs at the United terminals. I waisted a lot of time looking for my flight Info., as these screens didn't give enough time to read to much information. There were so many confused people, as I, who were in the same situation. (if you're interested in more of this sign thing, call me)

    I wanted to skip the trip due to rescheduling. Until one of your United Airlines employees took control.

    Scott Lebo.

    I asked for his name so I could refer to him. I guess he's a ticket agent.

    It took Scott about 3 minutes to realign my trip schedule.

    What Scott did for me was priceless. I instantly was back on track. This new flight was the flight I originally wanted, but, at the time of my booking, it wasn't available.

    He was a gift to my state of emotions. And to boot, a really, compassionate and empathetic guy.

    So THANKS to Scott Lebo!

    My return home Flight 886 from SFO to ORD: 4/17/10.

    Two flight attendants: Joelle and Candy. Candy was an extra that day.

    Joelle was sour~faced the whole flight. Like we were invisible as guests on her plane.
    Her disposition on this flight upset my entire trip from the get-go. Every time she passed by or any time she was in my sight I felt her lack of ANY etiquette for the passengers.

    At one point an Asian man was walking past me.
    In the one seat-up was a sleeping lady. Her arm rest (the plastic-top) had come undone. When the man passed her, his slacks got caught on this protruding object. It certainly took him and me by surprise.

    I am a person who confronts for good or bad.

    The arm remained extended 3-4 inches into the aisle.
    I waited for Joelle to pass. I did get her non-attentive attention. I told her and showed her. She snubbed her nose and said, I'll have some one fix it. Well ... I knew she had no intention to pursue this any further. So I flagged down Candy. She had the same response, but not nasty. It was like I told them that someone had spilled some salt.

    So I dealt with it. This "foreign object" could of initiated something more than intrusive to everyone's trip. Since we as costumers aren't looking for obstacles in the aisle it could of poked a kids eye out. Ripped some ones clothing. Caught an attendant while she was pouring coffee. Certainly, an accident in waiting.

    So took it upon myself to wake up this sleeping lady. I think she was German.
    She finally realized what I was showing and telling her. SHe tried to fix it, too. But, couldn't. So, even as she tried to get back to her resting, I could tell she was very
    mindful of keeping this firmly placed under her forearm.

    This increased my state of anxiety. Not being cared for. Not taking a possible 'situation' from an arm-rest into consideration. It was unbelievable that the two didn't think this warranted their concern.

    I think the arm rest seat was 22-C. Flight 886.

    WHile debarking at ORD, the pilots and one flight attendant were saying their goodbye.
    I said check seat 22-C for a very loose top of the arm rest top. She said, "Will do."

    This plane was def. an older model. Or at least it looked that way.

    These flight attendants I'm sure are gr8 people filled with gr8, impeccable skills when called on.

    Obviously, since I'm taking the time to write this, it shows how the flight went for me.

    Flights have become flying 'busses" these days. It sure would have been nice to see a genuine smile on flight 886.

    woodstock 4/19/10 2:22PM

  • Quite simply, United Airlines need to employ more staff to handle their UK service desk. I recently made a call to discuss a mileage plus issue and was left on hold 1h 23mins before I recieved a response.

    The situation is not acceptable and makes me want to go fly with another airline.

    jamessss115 4/17/10 7:23AM

  • I have never travelled with United and I am very much use to the Swissair, Virgin airlines and their hospitality, outstanding service. I had a friend using United to fly from JFK to Indiana and I had a rough time just finding a contact # and a live person....and when I did it was in Asia and I thought she was not up to my standards of deliverimng excellence! I would definitely train these service reps. to speak well and deliver SERVICE. Would I travel United @ this time or in future ??
    Always remember " Great companies are made of Great people". Service reps. in phillipines or or anywhere in the world should be trained, to deliver Excellence...

    TD 4/16/10 8:36AM

  • I hope you go bankrupt.

    I called a United service agent after a death in my family forced me to cancel a trip. She kindly told me that I could get a refund if I provided a death certificate for my aunt. I called my grieving uncle to secure this certificate, and called United back to ask where to send it.

    Suddenly, my ticket was non-refundable. They were "very sorry" that a previous United employee told me incorrect information.

    That's several hundred (I can't afford) down the drain. Thanks a lot.

    Anonymous 4/15/10 2:54PM

  • Using a united ticket credit when the ticket was purchased through an agent is not an obvious process. If you call the agency (in my case Expedia) they will tell you to call United. If you call United they will quote you a price that is twice the value you would pay through an agency. At this point most people give up and write off the original ticket price. It turns out that what you need to do is to create and save your itinerary online then call the agency and have them look up your saved itinerary. This will establish the online price and ticket availability. Then you need to provide the agency with the united confirmation number (which is typically a bunch of letters). Once you do that, they will be able to purchase the ticket at the online price with the United credit. You may have to call United to get the confirmation number if you do not already have it.

    JSWilson 4/11/10 11:20AM

  • I have a ticket credit from Travelocity (UNITED AIRLINE) and I was given a reference number which is supposedly good up to June 30, 2010..Last 4/5/2010 called Travelocity and gave the ticket credit reference number to them and I was told by different operator from Travelocity that UNITED told Travelocity that the ticket was used already and another operator told me that the number don't exist. but the person that I spoke with on 4/5/10 that the ticket credit still good up to 6/30/2010, then today 4/9/10 I called Travelocity to book a flight both Travelocity and United denying that the ticket credit don't exist...and now they're sugesting that I book the trip with another credit card which is a big NO...NO....DONE WITH UNITED AND TRAVELOCITY....THEY GOT MY $800.PLUS.........

    BEWARE FOR NEW CUSTOMER....

    Anonymous 4/9/10 10:24PM

  • I am a military officer and was travelling in official status. The female agent I asked for help when I was charged for my bags (not supposed to happen)she indicated that I wouldn't qualify since I was only a "government employee" I kept my mouth closed and just showed her my identification card showing I am a lieutenant colonel in the Air Force. Lackluster response and absolutely NO help in getting refund for baggage charge. I hope I never have to fly United again!

    Anonymous 4/9/10 10:06AM

  • Worthless miles. Worthless credit. Big Scam comes to my mind and I wouldn't be surprised if they get indicted for fraud.

    On one hand, you dutifully earn frequent flyer credit under the promise of a free-flight. Their upper-hand makes the rules and I think the rules are deceitful.

    So few seats are made available, you need to buy ticket 6 months in advance or "sorry sir no seats are available". Even though, I can see there are over 70 empty seats on the plane with 30 days in advance. 100's of flights over the course of 10 days and NOTHING is available! That is their choice to make your redemption of miles virtually undoable.

    Also, beware of certificates or vouchers that require you to purchase the same flight at a higher starting price than you can get on-line or through brokers. That made my vouchers some time ago WORTHLESS.

    Only one choice for me after 28 years, I'll now choose another airline. I hope a District Attorney makes a choice too.

    NO more united for me 4/8/10 1:29AM

  • Be careful. Made reservation ($590), had to cancel within one week, received ticket credit to use in the future (up to 1 year) with the understanding of a $150 rebooking fee - OK I knew that going in. I go online to book a new reservation, there is no place to put in information to obtain previous credit so I called United. They tell me that you cannot request previous flight credit on-line it must be done on the phone. So after 20 minutes of trying to convince the agent (would be nice if they spoke english) that I knew what flight I wanted not the one she was trying to sell me - we finally connected - she found it. We confirm the price ($579), she asks me to hold (which I did for over 20 minutes)and comes back and says that the phone price for the ticket is $875 and with my credit (590 - 150 - another 25 (?) = $415 / my new ticket price would be $460. She then tells me that the $579 is a web rate and the phone rate is $875. I ask for her supervisor, she tells me that the $150 + $25 is a penalty and the difference between $579 and $875 is a rate change. I can only get the $579 on-line, but you cannot use your credit on-line / a double penalty in my opinion. I ask for her supervisor and am told that there is no higher supervisory person that will take my call.

    Try going to the customer service location to complain, that is another story by itself.

    I will figure a way to use this worthless ticket in the future, but I am done with United going forward.

    not united 4/2/10 1:35PM

  • Before we even left for our cruise-UA had 1 person arriving in LA 3 hours AFTER the cruise ship was to leave. The day of the cruise-we were to fly from PDX to LA to board the ship and 2 of us had no seats (Cruise/Flight pkg!!!) So we missed 2 days of the cruise. They overbooked the flt. during SPRING BREAK--go figure! So, we flew to Seattle, San Francisco, then to Cabo-San Jose & then had to pay for a cab to Cabo San Lucas. Gave us 1 free meal ea. 2 nites motels and 2 Rd Trip tickets to anywhere in the continental USA! If I wanted to fly somewhere in the USA --I would have stayed here for vacation-not a cruise. The flight home from the cruise--4 of us had no seats. Go figure. Finally 2 families of 4 gave up their seats so we could get home. We get home & no luggage for another 2----The way I figure, they owe the 2 of us that missed 2 days of our cruise a PAID flight & vacation somewhere.
    I really felt sorry for the people at the flight desks that had to put up with our anger and the bull that the booking agents screwed up on. Those people were AWESOME..Wish I could say the same for the flight bookers of UA.

    cooklady1 3/30/10 4:21PM

  • My flight with UA from SFO to LHR was by far the worst air travel experience that I've ever had, and perhaps as bad as or worse than any air travel experience that I've ever heard of. I know that recent flight from LAX to JFK where the plane sat on the tarmac at a nearby NY airport for five hours was apparently considered newsworthy and pales in comparison to what we went through.

    We were scheduled to depart at 7pm. We boarded at 6:30. Two hours later we were told that we needed to switch planes because the interior lights wouldn't turn off. We were told not to leave the gate area because we would be boarding the other plane "in five minutes".

    Fifteen minutes later, they told us that the problem was resolved, and that we could get back on the first plane. Ten minutes after lining up, we were told that the problem wasn't fixed, and we needed to get on the new plane after all. Now we were told that we would be boarding in fifteen minutes. I'm not sure what happened to that strict five minute timeframe, but they sure did put a lot of emphasis on not wanting passengers to leave the gate area due to their incredibly fast boarding procedure.

    45 minutes later, the crew slowly strolled over from the first plane and boarded the new one. Now we were allowed to board. It was 9:45. Shortly after boarding, we were told that the crew had worked over their time limit, and we'd need to get a new crew. We were also told that had we shut the door just five minutes earlier, the crew could have continued with the flight. So had the UA employees gotten even remotely close to the five or fifteen minute times that they stressed so intensely, we would have at least been spared the following two hour delay.

    Close to midnight, we finally got a new crew on board. The door shut and we began to back away from the gate. Unfortunately, the flight was not to be, and there was some sort of problem with a hose leaking or something of that nature. We pulled back into the gate, and were assured that the problem would most likely require a quick repair and we would be on our way. An hour later, we were told that the captain had now worked over his time limit, and the flight would be rescheduled to 5pm the current day (it was now 1:00 am).

    As we were digesting the news that we would be a day late to our destination, it was announced once where we were to go to get assistance for overnight accommodations, getting on the 5pm flight, etc. Instead of helping the passengers at this point, the entire flight crew and every UA employee in sight vanished, except one young girl at the gate who was clearly out of her league.

    Since the instructions on where to go weren't repeated as many times or emphasized nearly as much as the warnings not to leave the gate during the hour long plane switch, it didn't appear that any of the passengers were sure where to go. The girl was clearly overwhelmed by the crowd and slowly ducked back through a door and out of the hot seat.

    The crowd proceeded to the security checkpoint and got a helpful TSA employee to find out where we needed to go. We went to the UA ticket counter where a group of UA employees gave us information on where we would be staying until the rescheduled flight and how to get to our hotels. They discouraged anyone from requesting their checked baggage, and said that it would take a minimum of two hours for someone to get a checked bag off the plane. They were incredibly rude when my buddy said that he'd wait (he'd paid $150 to check his bag because it was 7 lbs over the limit, and he planned on making the most of the situation and separating it up into two bags).

    On the flight at 5pm, after a short delay (par for the course), we got on a fully functioning plane and were each given a form to fill out. We were led to believe that UA would be using these forms to provide us with some sort of compensation for the inconvenience that we experienced. It has now been over a month and a half and UA has made no effort to contact myself, or any of my travel companions. I'm going to try emailing them, but I won't consider flying with UA again as long they continue to act like this was just business as usual.

    Also, they're "Email Us" form keeps timing out when I try to submit an email. Nice.

    Brent212 3/29/10 3:23PM

  • United is the worst airline in the business, bar none. You suck. After making and paying for round trip tickets Columbus to Denver, You sold our seats for the return flight with no other options. It cost a hotel and rental car and an extra day.

    The complimentary free round trip ticket voucher is worthless. I followed the rules and booked three weeks in advance. Seats are available, but when the voucher is presented, suddenly, there are no seats. I have done this several times.

    Never fly United. I hope you go broke.
    John

    Anonymous 3/29/10 10:19AM

  • Trying to use miles is a joke. There never is anything to acommodate your schedule and no one claims to know how many seats are for using miles. The whole thing is a scam. Fly with us and you get this benefit. By the way, you'll find it worthless

    Richard Mckinney 3/25/10 6:43PM

  • Was on hold for 10 minutes then couldn't understand the representative when I finally got to talk to them. Sounded like a call center in India, it was very loud in the background. wasn't really helped much.

    Anonymous 3/24/10 11:47AM

  • After spending 47 minutes attempting to get a gate pass for an early flight tomorrow morning I gave up. You have the worst service of any airline I have dealt with in my flying history. Hopefully this will be my last contact with your sorry operation.

    Anonymous 3/21/10 7:48PM

  • The service agent took advantage of my dad who doesn't travel much - they forced him to check his small bag and upgrade to "premier" - and he's on a fixed income so can't afford it. Their call center is in India and their English is terrible. They aren't authorized to do anything - I would avoid flying United EVER if at all possible.

    United SUCKS 3/19/10 8:54PM

  • this airline is a POS after trying to use credit the air line had given me because of a family emergency. I just tried to book another flight with them and use that credit. they told me i had a year from the date i purchased it not the day i cancelled so if i bought my ticket 6 months in advance and cancelled the day i left that meant i wouldnt have a year i would really have 6 months to use it. I dont see why customer service reps are such idiots and dont know how to give correct information to people who make there job possible by flying on the crappy airline. And how does the customer relations not have a phone number you have to email them and possibly could recieve an email back from them in a week. This airline blows and would never recommend it to anyone!!

    freqflyer 3/12/10 8:46PM

  • united wants people to call and confirm their flight perhaps it would be easier if they included the phone number with the request duh

    up urs 3/2/10 3:09PM

  • An estimated wait time of 15 minutes on the phone indicates you do not have enough agents to give good service.

    Anonymous 2/26/10 8:03AM

  • Have been Premier member for a number of years, used ot expect service to that level. Since 2008, however, despite my Premier status, have been told to check in with economy desk, have been denied my luggage allowance when checking into economy desk, have had my Red Carper Club pass disallowed overseas with a sneering "not anyone can get into the Business Lounge,: have been unable to get my Mileage Plus number attached to non-US Satr Alliance flights, have been unable to claim credit for flights on Star Alliance flights except by watining for over a month and sending in my boarding pass (tell your travel section you can't provide your original boarding pass and see what they say), cannot request an upgrade unless it is on the ticket stock of the actula carrier (and I am required to "Fly American" even if no American Carrier serves the location). FInally told United to stick it after a complain letter came back with a token 7,000 non elite miles, after Delta, without prompting, gave me 10,000 elite qualifying miles because of the state of the economy.

    When I declined the miles, I was told "do with them what you will." Of course, they never made it into my account. So I sent my gold card and my red carpet club card to this joke of an airline and told them to "do with them what you want." I never even bothered opening the reply letter.

    ChrisW1958 2/24/10 3:30AM

  • Returning from Bombay to Wash DC on Feb 9, I was stalled 3 nights because of the blizzard. United rebooked me on Feb 12 fr DC to PHX, but I CANNOT get anyone from United to provide me with a statement that the blizzard caused the delay so I can file my trip delay insurance claim. HELP HELP HELP...when I talk to India, those folks don't know anything or do anything...isn't there some LIVE PERSON in the US who can do this simple task to help me?????

    M. Grebner 2/20/10 9:12PM

  • On Febraur 6, 2010 I called U.A. to make a first-class reservation. The call was made at 1:16 a.m. After being on hold for 60 minutes, the so-called "customer representative", a female, proceeded to hang up the call when I began to speak and explain I was calling to make a reservation. I spoke three words and all I heard was, "I cannot hear you," I spoke up and still she kept saying the same and proceeded to hang up. After being on hold for that long. On February 20, 2010 at 11:20 a.m. for assistance I was on hold for 16 minutes. After they finally answered, I get the same representative who said exactly the same thing from the call on February 6th and did the same thing, hung up the call. How infuriating it is to be served in this manner. I will do anything I can to avoid flying again with United Airlines.

    Anonymous 2/20/10 9:43AM

  • I used to be Premier Exec level with United and have
    almost a million miles on UAL. UAL has slipped to near the bottom and our recent trip to Sydney on UA
    was bad and may be our last. Trying to get to Sydney
    from PHX UA called to say our afternoon departure
    was cancelled and rescheduled us on a later flight
    which turned out to be 3 hrs late. So with ten hours
    to get us to LA/Sydney in perfect weather they could
    not get us out of PHX so we arrived a day late and
    missed a day of our vacation. I had some hopes on
    the way back in an antiquated 747 but it was cattle
    car service with some of the worst cardboard food
    and inattentive cabin attendants. To make matters
    worse. between Sydney and PHX items were taken
    from my wife's luggage. And of course there was\
    a massive screw up on luggage at LAX. By contrast,
    I flew the LA/NZ route a couple of years ago and the
    wonderful service could not have been a greater
    contrast.

    voboril 2/19/10 11:49PM

  • My name is Joe Fleming, I recently had the bad experience of flying your airline from Des Moines, Iowa to San Juan, Puerto Rico.
    We were treated rudely, charged for baggage eventho your website said we would not be charged because of the dates we bought our plane tickets. We missed our connection in chicago because the flight originating in San Juan was late, and then we still had to pay for our own hotel room in chicago and catch a flight the next morning. When we recieved our luggage back in Des Moines it was filthy! This is brand new luggage and it looks like it it has oily dirt all over it.
    This is the worst flying experience we have ever had. WE used to think UA was the best airline in the US, but you have proven thru your unmistakable attitude that you don't give a damn about your customers. We will never fly UA again!

    Anonymous 2/13/10 2:05PM

  • 1 hour 10 minutes now. Ironically, United apparently has learned nothing since the storm that hit the east coast back on December 19th. Go look at the comments from that day. People were complaining about the same thing then as now and nothing's changed! Come on United, get your act together. It's not like this storm was such a surprise as the one on February 5th/6th.

    Rob 2/8/10 11:32PM

  • I have been on hold now for 50 minutes. All I'd like to know is if the new storm coming into the DC area, specifically IAD, has forced the United to cancel flights for the 9th. I've been searching all over United's website and there is no information concerning canceled flights. Would be nice to know if the flights canceled before I take the 30 taxi ride to the airport!!

    Rob 2/8/10 11:18PM

  • I was extremely happy with UAL service up until today. Went online to get a seat assignment, but diagram was full, no seats available. I was able to print a "Departure Management Card" (?) - NOT a boarding pass - which I am to present at the check-in counter. I phoned United reservations, but the recording said the wait is MORE THAN 60 MINUTES! Six hours later, go the same thing. What's up with United?

    Maui Gardener 2/8/10 9:24PM

  • I am currently on hold on TWO separate lines - one for OVER 40 minutes and the other line for OVER 10 minutes WAITING for a supervisor. After booking a ticket for an interviewee and only ONCE I got the confirmation of the sale, did a message pop up saying that "The credit card used for this purchase must be available at check-in." When I called customer service, which is obviously out of country, I was told that it shouldn't be a problem, that I can just go down to my local airport to show them my credit card! I told the gentleman on the line that I DID NOT WANT TO GO DOWN TO THE AIRPORT, what is the point of booking the ticket online if I have to go down to the airport?? AND I wasn't the one that was catching the plane! It has now been over 45 minutes on one line and 15 on another. United - YOU CALL THIS CUSTOMER SERVICE?? WHAT A JOKE!

    Anonymous 2/3/10 4:21PM

  • I had a flight to LA from Canton, Oh on Dec. 28th which was cancelled due to mechanical problems, which they explained as weather related! They rescheduled me a full day later and after many phone calls to their people in India I finally got a partial refund. They have been promising me to credit back to my account the partial refund, but still have not done it. When I tried to call and speak with someone about it, I was routed to India again and told that there is no phone number for someone to help me with a refund. I have to send another email request. This would be number 5. It gets me nowhere. They just keep sending me replies saying they have credited my card that day and it will take 7 days for it to show up on my card. I am sick of their run around. They have lost my business for Life!!!

    Anonymous 1/29/10 12:39PM

  • I flew out of Los Angeles to a connecting flight in San Franciso - my final destination Chicago. The first flight was awesome - attendants were welcoming and kind. The next flight was another story - the flight crew were talking amongst themselves during boarding and during the entire flight I was never asked if I needed anything to eat or drink. I was completely ignored and to top it all off my suitcase was damaged upon arrival. The extra fees and the lack of affordable snacks/food on the flight were very discouraging. I am not a regular flier but I can guarantee I will not fly United Airlines again!

    tutormom 1/28/10 9:52AM

  • UA is AGAIN trying to add charges for services not previously charged for. The high cost (higher than most other airlines) of checking luggage is bad enough. Now they are charging for Mileage Plus members to upgrade from one class to another. My trip from Seattle to Huntsville Alabama would cost me $100 more than the economy class fare I purchased, AND they still subtract the number of credits necessary. I guess we'll cease using our Mileage Plus credit card to accumulate miles for use with AU. Sorry about that Chase. Both you and UA can go about your business as usual until you realize that the gouging of customers you've employed recently is going to come back to bite you where the sun don't shine.

    Susan 1/15/10 2:47PM

  • This was, without a doubt, the worst experience I have ever had with customer service.
    United lost a very important (and perishable) piece of luggage. The item was then flown all over the Eastern seaboard for the next 24 hours. That was bad enough but the lack of concern exhibited by the United employees was unbelievable!!!!
    The baggage handler was rude beyond belief, the customer service representatives on the 800 lines do not speak English and refuse to transfer a supervisor when requested.
    Finally, after numerous trips to the airport to try to retrieve the luggage, we found George. George was able, in a matter of moments, to locate and redirect our luggage back to its destination. George did nothing that anyone else could not have done. He simply did his job. Something that the other United representatives seem to have no clue how to do.

    Anonymous 1/10/10 6:22PM

  • The "customer" service they provide is without a doubt the worst established. All 3 representatives had trouble even speaking english. After purchasing 4 tickets for friends, 1 had to cancel for a family emergency. Whilte this person provided me the information of their cancelation so I would not lose the $ I was told that I can not use this credit, only the other person. EVEN after acknowledging that it made no sense. I paid for the tickets, yet I can not get a refund or credit towards another flight. Ridiculous, and all they continuosly stated, non refundable and trandferable. I was told I should have d the terms and conditions before prchasing! United is the WORST! 2 hours wasted!

    George Sebesta 1/9/10 2:30PM

  • I am so upset with your service!!! I have been on the phone first for over 2 hours to take care of a correction that should have taken 5 minutes. Your staff was rude. They service was unacceptable by keeping me on hold as long as you did. They said they have no control of the flight to get our son home from New Zealand after UNITED dropped a flight from his iterary when his departure flight was changed because of weather. Air New Zealand told us they STILL had him scheduled for the fight #NZ 0302 but the United people said it was not available and wanted us to call back in 12 hours for another flight by Air New Zealand. Air New Zealand said the original flight was still available on hold and their is no reason United does not issue the proper ticket. You have kept our family on the phone and internet for almost 3 hours now for a simple fix. By them calling Air New Zealand themselves they could see Air New Zealand has the notes in their computer. Air New Zealand said he is best to be on that flight because his luggage will be following him properly. They have him scheduled for that original flight but United erroring in the reissued of the iternary is putting us through hell. This is still not resolved as of this writing. What a shame for this kind of service.

    Winda 1/8/10 12:35PM

  • United Airlines baggage customer service is no service at all. My 3 bags missed the connection in Frankfurt to Washington DC, final destination Chicago. After 3 days, 2 bags finally arrived in Chicago. The third bag is still in Washington and nobody at the call center in New Delhi India can help. They read from scripts and are totally unable to provide any assistance. The information on United's web site and automated telephone system are inaccurate. It is difficult to understand the people in India and their inability to provide service.

    Anonymous 1/7/10 10:35AM

  • My son flew United to Aspen. Tonight he is stuck in Denver airport after hours on a BUS from Aspen as his flight was CANCELLED from Aspen to Denver, due, so they said, to bad weather. Convenient excuse for United because then they don't have to pay for a hotel for the night; neither can they give my son a seat on a plane tomorrow, only standby, even though his destination, Los Angeles, could be a choice of airports other than LAX. When I checked the lists of flights in and out of Aspen today on United, Delta and Frontier all were on time and the weather was cloudy at most. So much for bad weather being the reason his plane was cancelled...if it was delayed that would be understandable. If an airline takes your money for a seat on a plane they then have the responsibility to provide that seat in a timely manner not expect the paying passenger to sit in an airport for days waiting to get home. United, if you have sold seats on a flight then get a plane from somewhere and accomodate those passengers! What disgusting service..none of our family will ever again fly United. We usually fly American both here and overseas. I don't suppose anyone from United will actually read this but I will certainly be spreading the word about this shameful service!

    Anonymous 1/2/10 9:56PM

  • Military fly without passport yet the United Airlines Kiosk required one. The attendants behind the counter ignored our request for help until half an hour before the flight was scheduled to take off. The attendant was loud, rude and delayed any possibility of getting the baggage on board. Very-Very unprofessional!

    Teresa 1/2/10 4:51PM

  • In checking my E-mail this morning, I discovered I had received an E-mail at 7:51 pm yesterday informing me that my 8:05 PM flight from San Diego to LAX (#6338) woujld be delayed. Of course, by that time I was already at the airport, and discovered the delay, which went from 30 minutes to 60 minutes to 90 minutes. I (and I understand about 40 other passengers) switched to an earlier flight which had been delayed as well, so that I ultimatedly arrived in time to make my connecting flight to Orlando at 10:30 PM. However, when I did not take my original flight, I was taken off the Orlando connection. After some uncomfortable time working with the agent, I was ultimately able to get aboard the Orlando flight (#335).

    The San Diego agents told me they learned of the flight delay (#6338) at about 4:00 PM in the afternoon. What did United have in mind when sending me an E-mail 15 minutes before flight time letting me know of the delay. to say the notice was a bit late is an understatement.

    Also, since the United agent changed my originating flight, why would the system not know that I was still intended to make my connection flight.

    I am a life time Silver Wings PLus Premier United flyer and have often encountered problems with these commuter flights, which is why I got to the airport early in anticipation of what might happen, and in fact, did happen.

    imimmb 12/30/09 9:02AM

  • This is to express my great frustration and dissapointment with United air lines. I had the most terrible flight ever. due to weather conditions i was delayed and stuck in frankfurt air port for more than 24 hours. my key issue was the unrespectful behavior and rudness of the representative which is totally un acceptable. I was treated with lack of respect and sarcasam which is totally unacceptable. i will make sure never to fly with united again, and will make sure to tel everyone i know about it. to the reprentatives.. your attitude and lack of repect is totally unacceptable and you will very soon bring this airline to total failure.

    Anonymous 12/27/09 9:00PM

  • I left Medford OR Friday 12/18/09 on United to San Fran then Las Vegas when my flt to IAD was cancelled due to pending strom in DC. I spent 3 days in Las Vegas at my own expense and as everyone else is saying on hold several times disconnected several times after waiting on hold for 30 mins + (better than some). Constant busy signals trying to get through one time I was put on hold and then a recording came on that said since it was such a long delay they were disconnecting me. Geez. Each time I asked for assistance from an agent at the terminal I was given a 1-800 number what a joke. I was helped once by some one who booked a flt for me on Monday and the put me on stand by for a flt, so I went to the airport at 5am waiting till 1:00pm something and was told it didn't matter how early I got there for standby it mattered more if I had "mileage" card. That is nice... I had been in LV for three days....hmmmm then to find out that she had put me on for the next day after my ticketed flt ... Finally at midafter noon I went and found out that the flt to IAD had been cancelled again.... very frustrated... went to counter and the lady (thank you who every you were) at the counter said would I be willing to go to Reagan Intl via Chicago duh YES... I made it aboard that plane and which landed around 1:30am we were all put up in a hotel and had to be at airport at 5am ...(MIND YOU THAT PLANE HAD SEVERAL EMPTY SEATS) when we took off from Chicago that plane also had several empty seats... just think of everyone still waiting at the airport in Las Vegas trying to get home for Christmas... By the way I am still waiting for one of my bags that supposedly is in Las Vegas which has Christmas presents and it is now December 24th...... Merry Christmas... PS I heard several times there were not responsible for "The Weather".... however, United I must say YOU ARE RESPONSIBLE FOR CUSTOMER SERVICE AND YOUR ATTITUDE!!!!!!!!

    unwine 12/24/09 8:38AM

  • Last night my parents were delayed 5hrs in NY (flying out to Chicago). When they were getting on the flight, the attendants insisted on gate-checking my father's carry-on. He is a heart patient. This bag contains all of his medications as well as valuables. When they got to O'Hare, the bag was missing. They sent them to baggage claim and then to the lost baggage counter at 11p. We got on the phone with some call center half way around the world at midnight. We explained the urgency of getting the bag back because of the medication. We were told that the bag was located and a dispatcher would contact us in 4-6hrs to set up delivery. No one called. We've been trying to get through to the 800#'s all morning. The hold time is 2hrs!! We live only 25 minutes from O'Hare. We've volunteered to drive out there to pick up the bag. Seems it's locked up somewhere. Tina (see note below) is trying to help us. Even she can't get through--and she works for United!! They did this to themselves--if they had just let him keep his carry-on...

    This is so frustrating!

    Anonymous 12/23/09 10:30AM

  • My flight got cancelled yesterday due to the "blizzard" back east and over the last 2 days I have spent more than 8 hours on hold with United.... I actually got through to a person after being on hold 2.5 hours last night and then got put back on hold and hung up on. I have never been so frustrated with an airline and their horrible customer service. I finally got ahold of a number that isn't published and got through to them after 30 minutes on hold (a great improvement!) Here is the number for their "star desk" (which is still a call center in India but at least they answer the phone...) 800-521-0810. Hopefully this helps someone else too!

    Kristin 12/20/09 9:30AM

  • Was on hold last night for five hours then got disconnected. Called early this AM and was given a wait time of over 60 minutes. Waited over an hour and hung up. Called back and was told wait time was 3 minutes!! 20 minutes later - still no agent. Called back and was again told 3 minute wait time. Again, after 40 minutes - nothing. Called again - now over a 60 minute wait.

    Anonymous 12/20/09 5:44AM

  • Total time on hold with United since flight was canceled yesterday...5.5 hours. Thank you United for staffing properly for snowmagedon.

    Anonymous 12/20/09 5:08AM

  • Absolutely terrible customer service. On way to DC from Vegas through Chicago. Got stuck in Chicago. The line at the united counter was all the way down the terminal. ONLY TWO AGENTS and after the line moved maybe 5 feet in about 1 1/2 hours while trying the 1-800 number which kept disconnecting, I gave up and went to my hotel. On my way out, stopped to retrieve my baggage- or see if I could, the woman was very rude about it. Said no one should expect to see their luggage at all-probably til final destination. I just wanted to know what to do, but she was extremely rude. I've tryed the phone over and over and keep getting disconnected. They say they will automatically re-route you but when I check in online, it shows I've been re-routed to Kentucky!!!!...not to DC!!! I'm still shocked they only had 2 agents - and the worst part is, they didn't have anyone around informing all the people in the extremely long line what was going on, or what to do!

    Anonymous 12/19/09 6:55PM

  • First flight out of BWI was canceled earlier today. I was then switched to a flight out of IAD, which has now been canceled. I'm unable to change my flight on United's website per their suggestion and continue to get disconnected from the 800 number. Poor response by United to an ill-timed snowstorm.

    Anonymous 12/19/09 6:45PM

  • omg...high call volumes???and then disconnects???you would think they would have other options??maybe call back queue?i have been trying to call for 2 hours and it keeps disconnecting!!Talk about poor customer service.

    Anonymous 12/19/09 11:42AM

  • Same as everyone. We were to fly tonight from Washington Dulles to Paris. I have been trying to reach someone at United since 7:30 am this morning (more than 3 hours on hold and still holding...). It looks like we will not be able to fly before MONDAY NIGHT. In the meatime, I see that Air France is flying THREE planes on Sunday. This is the last time I travel with United.

    Flh 12/19/09 8:45AM

  • This is so frustrating! My husband was supposed to arrive this morning for his exodus from AIT, but because of the storm he has to stay back for another day. Since it's something nobody has control over, I/we tried to get a hold of UA and kept getting disconnected. He got information that he was able to fly out tomorrow, but they didn't say when. I don't want to send an email that takes 5 business days to be answered because we need this information NOW!

    nrb 12/19/09 8:29AM

  • I can't get through either. It keeps disconnecting on its own. UA should be embarrassed. They obviously don't care about PR. New outlets should pick up this story -- especially with holiday travel.

    Anonymous 12/19/09 8:16AM

  • I've been on hold now for two and a half hours. Still holding . . . :(

    Anonymous 12/19/09 4:38AM

  • Every time I try to reach an agent to ask about changes of flight and re-routing to my final destination due to the snowstorm due in Washington DC tomorrow, Saturday, I get told to wait for an agent - and then I am disconnected. This has happened three times. It is very frustrating and because of my inability to talk with a human being to change my flight I shall probably end up sleeping on an airport bench.

    dgb 12/18/09 4:12PM

  • I have been hung up on 10 times in row while trying to book a flight. Every time they transfer me it disconnects. The one time I got transferred without hanging up I got a message saying they apologized I was on hold for too long and didn't want to waste my time and hung up.

    This is insane! How can a company work like this?

    Anonymous 12/18/09 11:24AM

  • I was told today that United Airlines does not even have a Customer Service phone line anymore. Everything is done through email they say now. All I know is I am glad I only lost $200.00 and 1 day of vacation. If I had to make a meeting and missed it my next flight would have been to their headquarters. The only nice thing about these guys is atleast I know that even incompetant people can get a job too.

    Anonymous 12/18/09 7:07AM

  • Quite possibly the worst customer service I have encountered in my lifetime. I have been given the same response to every question I asked "It's company policy, sir". When I asked to speak to the customer service representative's supervisor, she told me "I don't have one". I have yet to receive an honest answer from them. I will never in my life fly United Airlines again. After reading through these reviews, and seeing not one positive one, I am surprised they are still in business.

    Buyer beware when it comes to United Airlines

    frustrated customer 12/14/09 8:51AM

  • My husband travel from USA to India on 3rd of Dec, just before bording to flight one agent of united airlines has taken the handbag from him as there was space issue in the flight & told him he will get that once he reach to mumbai. Still he is looking for that bag. From USA to Dubai he was having United Airways & from Dubai to Mumbai Jet airways. United Airlines is saying final carrier will be responsible for the bag & Jet is saying United Airline did not provide them the bag, nobody is taking responsibility. anyone suggest please where we will go to? what we should do now? My huband was having all original certificate in it.

    Anonymous 12/11/09 9:53PM

  • Wow. Terrible. Worst customer service ever!!

    poed 12/11/09 6:37PM

  • United lost my bag 9 days ago till this day i still have no status on my bag nor i was able to talk to alive person except their useless call center in India that provide no information other than 'we have not been able to locate your lost bag'. I have submitted 2 baggage tracking claim forms and heard NOTHING... the lost baggage # that rings in India refuse to give me any other numbers to call.. I managed to find direct number of their Detroit office (that was my final destination returning from Europe) i experienced nothing but extremely bad customer service and rudeness from United employees , one person locked the door of the office as she did not want to talk to me.. I have called that number several times lef VM no answer... One time i got answer and united airline employee was yelling at me and hanged up the phone as he did not want to talk to me nor to pull up my file ( lost baggage direct number for Detroit office is 734 942 4033)
    .. i have noting nice to say about United airline
    United Airlines customer service is absolutely the worst I have ever experienced
    I cannot recommend UA customer service to any of my friends who fly other airlines.
    WHAT DOES A PERSON HAVE TO DO TO BE HEARD AT UNITED AIRLINES AND GET SOME RESULTS?

    ZANA 12/9/09 8:17AM

  • One has to pity the good people that work for United Airlines, it must be totally frustrating. Perhaps the same might apply to the people at Chase - the issuers of the United Mileage Plus Credit Cards.

    For over a month of repeated telephone calls, via the impossible to negotiate telephone-tree, that never quite has the option that you need, being put on hold, disconnected, passed on to another department, I got stuck in one of these never ending loops. Chase (based in DE and with Tel # 800 537 7783) writes "Please contact United Mileage Plus at 1 800 421 4655." Calling that number gets me eventually to "Ray" who puts me on hold and than I get swithched ver to another connection where I get told that the waiting time is 7 minutes. When eventually connected I speak with "Fuja" in India. She's extremely helpful and charming. I get asked whether I would participate in a customer satisfaction survey. I say "Yes" but the result is an automated message that states, "Please hang up because the call could not be completed as dialed." I go through the hoops again and finish up with "Will" in the Philippines, I describe again the problem that I would like to get resolved. He's not quite the right person but helps me anyway and after checking tells me that I have to call Chase at 1 800 537 7783. That, of course, completes the apparently, never ending loop between United and Chase without getting anywhere.

    After one month of trying, having repeatedly fought the United Airlines automated system, and having received repeated promises by Chase that the issue would be fixed within 5 days, I somehow got a little upset.

    I decide to try calling Chase once more and eventually spoke with "Carol." I later found out that she is not based in India or the Philippines but in the US - because she got quite sarcastic when I explained that the VA in my address stood for Virginia. She must have an unhappy life and very stressful job as she obviously was not into "Customer Service."

    Anyway, the promise was, again, that within about five days the requested revised Credit Card should arrive but that it could take another 8 weeks before all the errors on the Frequent Flyer Statement would be made but that this after all was something that United would have to do. The telephone call started at 09:44 and ended at 10:35 on the same day.

    What are the lessons? (a) Automated telephone systems are often poorly designed; (b) the "outsourcing" of tasks should be routed correctly, e.g. don't refer a question about FF points to an overseas operative who is responsible for reservations; (c) local staff in the US work under a great deal of stress and that spills over in the way that they relate to customers; (d) there appears to be a general "dumbing-down" of local personal that could send: (e) United Airlines into receivership just the way some of its erstwhile competitors went.

    Flying Dutchman 12/8/09 10:08AM


  • United Airlines is doing so bad in customer help. You can hardly get a real person. I spoke on my cell phone with a machine which I suspect confirmed me something. Although I am reading that it did at least something, I am shaky about the certainty of my flight.

    Let me know if anyone knows how to get to the desk of a real person

    Uni 12/2/09 6:57PM

  • I refuse to fly on US Airways because of a grand fiasco on their part last year, so I thought United would be better. Guess I was wrong. This advice works well though, after fighting with their phone tree for an hour I decided to google some different numbers I could try. I only had to repeat Agent three times before I was sent to a real person. He sounded stoned and I had to repeat my request a few times (and correct him when he was wrong on their own policy so god knows if my ticket change has really been made or not) but at least I talked to a real person

    whatwhat 11/29/09 1:26PM

  • United Airlines customer service is aboslutely the worst I have ever experienced. I have directed my company to refrain from booking ANY United flights ever again. I can vote with my wallet.

    Patriot1 11/28/09 2:38PM

  • When I click on the link provided it takes me to a page that does not load: http://faq.ua2go.com/userSetSession.aspx?c=12&cpc=&cid=&t=browse

    So the customer service link does not work!!

    mooser53 11/25/09 9:45AM

  • My Husband and I are senior citizens and my husband had a pacemaker surgery in March of this year. We were saving our mileage of 55,000. miles to take a trip to the East coast for our 50th Wedding Anniversary only to discover United had taken all our miles away from us because we had no activity in the last 18months. In 2004 we had to fly to Germany and we used Lufthansa and in 2005 we flew to Hawaii on United in 2007 we flew to N.Y.C.on United and in 2007 I flew to Boston because my niece passed away. We also have stayed at Partner Hotels and now we discover that the only way to get our 55,000 miles back is to buy them back to the tune of $750. What a joke, we can fly on another Airline round trip for a lot less that buying the miles back that we had accumulated fair and square that belonged to us!! Oh by the way we should have learned our lesson when United stranded us in Chicago O Hare because our flight leaving Las Vegas was held up 3 Hrs. and we were told we would not miss our connection in Chicago because all the flights were held up due to weather???? Needless to say the weather in Chicago was clear as a bell. The employees laughed at us when we asked if there was a coffee shop open all night and they started singing we are sorry, so sorry. I had to stay awake in the airport all night so my husband could sleep . I guess we are through with United because the only place you get to talk to is Manilla.

    Anonymous 11/23/09 12:53PM

  • I agree with everyone's comments about United Airlines. I hate them and I haven't even departed yet. I'm trying to reach customer service and I keep getting the Philippines and because of the language barrier, they don't understand my question and give me answers that don't apply to my question. It's so frustrating to not be able to talk to a person right here in the United States. I dislike outsourcing, and will never fly with them again. I had no idea it was this bad when I booked the flight.

    Anonymous 11/21/09 7:17PM

  • I kept getting warnings about United Mileage Plus miles that were expiring. When I called to complain, I found out they were not expiring. When I asked to not receive future warnings, I was told to send an e-mail. When I sent an e-mail, using their web site, I received back a resonse telling me that the e-mail address (which their web site generated) was invalid. I give up. I cancelled the account.

    Anonymous 11/21/09 12:48PM

  • I couldn't agree more with the other comments. In July United cancelled a flight from Sacramento to SFo at the last minute because they said there weren't enough customers! They put us in a cab ($300) to SFO but we missed our flight to London and too late to fly out on another carrier. They refused to pay for a hotel saying it was our fault because we'd checked in late...three hours in SFO they finally recanted and gave us a voucher for a fleabag hotel and $5 for food. We refused. We lost a day of vacation, and the cost of the hotel in London ($450). They were condescending, rude and quite frankly didn't give a darn. My young daughter was with me and she was terrified. This weekend we flew again on United to the East Coast. All flights were cancelled when we arrived in Dulles. United said they're not responsible for weather and reserved a flight 36 hours later for us! The customer service rep said that earlier seats would go to "valued" customers first. I rented a car and drove in a storm for five hours to get to Philadelphia ($400) rental car fee with my poor daughter. Today United issued me a $19.72 refund for the cancelled flights. I'd love to know how they came up with that figure!!! I called reservations to ask for a supervisor and they refused to give me any numbers...referring me to the email or fax numbers again. Needless to say this is our last flight on United. I wish everyone luck in dealing with this airlines...you'll need it.

    Anonymous 11/19/09 5:24PM

  • How are they still in business?
    Lousy service, website is filled with inaccurate info, flight attendants rude....
    they should close up shop.

    Never flying United again.

    singapore mom 11/19/09 6:58AM

  • I agree with the comments on this page. United Airlines has provided me with the worst customer service I've ever experienced. I was traveling on a flight that was cancelled due to weather, and I couldn't get on another flight that would get me there in time, so I was told that I would receive a refund within 6-8 weeks. That was 4 months ago. I have contacted the airline several times and still haven't received a refund. Just today I got an email that was very rude and condescending explaining "United's position." There's no position. They told me I would receive a refund and they haven't given it to me. Don't argue with me.

    I will never fly United again.

    Anonymous 11/13/09 9:19AM

  • i am in moscow and the telephone number to contact your office here is not on the internet. this is crazy.

    mickey 11/11/09 6:31AM

  • I cannot recommend UA customer service to any of my friends who fly other airlines. I read in the news on Friday that UA business is declining in comparison to last year at this time. Based on my experience with Marivic (empl # MTX), I can clearly understand why. This experience was so negative, that I will only use your airline when absolutely necessary. I would rather pay more for good service, than less for a humiliation trip. SE Stanton

    Sarah 11/8/09 7:51PM


  • I just have say like many, many others that united airline was for me the worst experience. I will never recommend any of my friends or family members to use united. Your customer service needs to be looked at and worked seriously.
    My fight was from Toronto to Chicago on the 30th of Oct(unfortunetly don't have my boarding card)
    it was for the 7:24pm flight. I arrived at the counter around 4:30pm. The women at the time is a biracial with a very bad attitude. She totally spoke like I didn't exist, she was very rude. I hope you will look into is matter, if you want us to keep using your airline.

    A very upset customer,
    Malika.
    P.S. you should let your customer know about hidden additional charges. I was not notify or told before reserving my ticket that there is addtional charges for checking baggages. $50.00 is alot of money for anyone.

    malika 11/6/09 1:01PM

  • One-hour wait times. Rude customer service reps. Atrocious customer service.

    Anonymous 11/5/09 12:29PM

  • United is the worst airlines in the world. They outsource because there cheap and its impossible to talk to them.

    They charge 150$ fee to change anything, even a typo. How are you supposed to correct anything when they are so difficult.

    I hate united and me and my company will never fly them again. Boycott United!!

    Anonymous 11/5/09 11:35AM

  • United Airlines Lost and Found Dept. has yet to send me my wallet that they found during a sweep of a plane in Chicago. This happened IN JUNE/09. THAT WAS 5 MONTHS AGO. After a phone call on June 15 saying they were sending it to me, I still have no wallet! I have sent several emails, letters, and made phone calls. All have been unanswered. WHAT DOES A PERSON HAVE TO DO TO BE HEARD AT UNITED AIRLINES AND GET SOME RESULTS????

    MasterMWF 11/3/09 11:18AM

  • We booked a flight for our son to come home and visit. He is in the Military. After we booked a flight, he got orders to deploy. We got a letter from his command to confirm his deployment and gave it to United Airlines. They said that they do not offer any type of reimbursement to Military members if they get deployed and cannot use their ticket. Very disrespectful business for our American servicemen!

    packergirl 11/3/09 8:50AM

  • i AM TRYING TO FIND AN ADDRESS FOR UNITED CANADA.
    I clicked on the customer service link.

    The lnk CANNOT BE FOUND.

    another positive move by united to support their customers.
    ALL TELEPHONE SERVICE AT UNITED REFUND DEPT. HAS BEEN DISCONTINUED AS OF MID OCTOBER 2009.

    another nice moev to rid themselves of customers.

    ALANADALE.

    alanadale 10/31/09 3:26PM

  • I have read some of these comments and they are valid. United cannot get a plane out of Knoxville on time to save their life. Again delays- 15 minutes at a time for hours.
    I had a connection in chicago which left at 8.03 p.m,.
    My plane from Knox. arrived at 7.30 p.m., in chicago but they parked it on the tarmac for 30 minutes. There were 2 of us on that plane for the next connection at 8.03 but they sent the plane on and left us in chicago for the night.
    Service is bloody awful on their best day.

    I need to go back to NWA even if their pilots do catch 40 winks on the way.

    In the ten plus flights I have had with United I have encountered most of the problems.
    I have also determined that getting a valid ticket refund from United is IMPOSSIBLE.
    No one has a phone and anyone who does has no authority to act.
    The refund module is programmed to advise that the ticket is not refunable even when you apply within an hour of having made the booking.
    Flying used to be fun
    Now it is as deplorable.



    alanadale 10/29/09 3:52PM

  • It is exteemly extreemly hard to talk to a live person. We were put on hold for more than 55min.It is terrible service and i do not recomend the united air lines for anyone!
    service is absolutely horible!!!!!

    Anonymous 10/29/09 11:24AM

  • I am back again! My daughter had yet another problem with United tonight. After check in, she asked a gate agent to direct her to the bathroom. She was sent outside the security perimeter, arrived back at the desk 5 minutes before her scheduled flight and was told that the flight departed early and she was out of luck. Now she is being told the MIGHT be able to get her on a flight sometime tomorrow. This is the last time she or anyone I have influence over flies United. By the way, they never responded to my complaint/inquiry last month and there is still no way to talk to anybody who understands English on the customer service line.

    pilgrimmom 10/26/09 12:07AM

  • I sheduled a flight with United to be with my 81 yr. old mother while she had surgery. Within 24 hr.s of scheduling the flight, I had to cancel and reschedule as her suregeon had rescheduled to the next week due to further medical issues. When I tried to reschedule, I was told I would have to pay $150.00 to change or cancel a reservation that was over a week away, regardless of the fact that their website if you change or cancel within 24 hr's there is no penality. I found another airline to fly on for over $200.00 less than United. Meanwhile, over a month later, they not only collected from my credit card holder the full fare, they will not respond to my emails or acknowledge the dispute in any way. This is the worst customer service I have ever experienced and it seems obvious that they are not above committing fraud when I can document that I never took the flight!!

    duped59 10/25/09 2:59PM

  • Dear United.
    Thank you. Thank you for after flying the past 30 years with over 90% of my flights on your airline, you finally managed to lose my luggage.
    Thank you to the check-in agent at Manchester NH who thought it was more important to empty the trash bins than to put the luggage tags he was holding in his hands at the same time on the actual luggage, eventually putting them on the wrong bags.
    Thank you to the woman at the lost baggage desk at DIA who thought it was proper customer service to engage in a personal comversation with a coworker that was passing by rather than try to solve my issue.
    Thank you to this same woman who said that my bag is sitting in Chicago and would be delivered to my house yet its still not here.
    Thank you for pushing me into automated systems that provide no information other than 'we have not been able to locate your lost bag'. Gee, then why did this DIA woman say she found it to be sitting in Chicago?
    Thank you for finally pushing me to do something I have avoided at all costs these past deacades...book a flight on SouthWest.

    Thank you from a past, current but not-in-the-future Premiere Exec level United passenger.

    Tenspeeder 10/22/09 7:31AM

  • My daughter and niece were transferred from Frontier to United Airlines after a looooong awful ordeal with Frontier. Of course when my daughter arrives at Chicago Ohare, her bag is in Chicago Midway, which is where she was supposed to be. I keep getting shoved back and forth between the airlines, with neither one wanting to take responsibility for the bag, which is calmly sitting at the Midway airport in Chicago awaiting delivery. 36 hrs. after my daughter is finally home, the bag is still where it was . . .with the airlines still fussing as to who is responsible for it. I have talked to more agents then I care to remember and was even hung up on by Maureen from United Airlines at the Chicago Ohare airport. I'm beginning to think like the Utube guy..."I should've flown with someone else or gone by car". At present I am still waiting to hear from someone who may care about customer relations!!! If they know what that is????

    Anonymous 10/14/09 11:10AM

  • United has given me an absolutely horrible realization of what flying can be--the worst I have ever had in 40 years of domestic and international flying. The 10:25 flight from Dulles to LaGuardia was first delayed 15 minutes, then repeatedly delayed in aliquots of 15 to 30 minutes until it was finally cancelled at about 2:10 pm (1410). During the interval, airline staff refused to give any details, refused to switch us to another flight, refused to get our bags off the aircraft so we could go to another airline with luggage,... Some who had only carryon luggage went elsewhere and bought other tickets, writing the United tickets off as a loss. We couldn't because of our luggage held hostage. We were finally put on a 2:30 flight but our luggage was put on a flight that didn't arrive until after 7pm--again with no assistance or explanation (much less any hint of apology). We arrived at the NY hotel nearly 8 hrs later than scheduled.

    left hanging in dulles 10/13/09 7:55PM

  • Unfortunately the communication between UAL Mileage Plus and the customer is somewhat lacking. Contributed X amount of miles in order to keep my MP account active. Now when calling I am told that my balance as of 7/09 is Zero ????. I was never notified. Agent I was speaking to told me to contact customer service and then hung up. That made for a plesant call - so informative don;t yoou think. I called back and the connection was crackling which made it impossible to converse. What is going on with United ? Also when checking other individual;s miles I am told that his miles expired in 2003. Go figure, that makes no sense. But,I was informed that for $199.00 I can get activated again. Difficult communicating, cannot imagine what flying UAL would be like. How do you keep customers??

    JR 10/12/09 8:09PM

  • This was the worst experience I had ever had while travleing...they calim the fkight was delayed - but it was cancelled. Horrible. Will never fly United again.

    Philly 10/12/09 3:42PM

  • I traveled to London in end of July – they damaged my baggage’s, my lock was broken into, lost some cloths and jeweler, and they denied my claim stating they have no verification the that my luggage was every on the flight United airline is the worst air lines, the service in the flights were bad, the food was horrible, by the time they come with the food in our row there was only one choice left so my kids stayed hungry for 9 hours. They offer only two meals for 9 hours. I would think twice to travel with them and I would not recommend any of my friends to travel with them. They have lost good customers.

    London 10/6/09 9:21AM

  • What a horrible experience. I talked to two people in India and neither could help me with a stranded 16 year old whose flight was cancelled and had not been put on three standby flights after spending 9 hours in the airport. Neither would give me a number for corporate offices or somebody who could help me or understand my complaint. All I got was, "Sorry for the inconvenience", and neither seemed to understand my problem with having a child spend the night, unattended, in an airport. I'm still searching for a way to reach a person from United in the United States. Both of them hung up on me when I challenged them on the fact that they didn't have a number for anyone in the SFO airport or corporate office.

    pilgirmmom 9/29/09 12:09AM

  • I paid for a first class ticket from Austin to Spokane going thru Denver. I received an email alert that my itinerary had changed. Then noticed I was in Coach class. NO ONE (on the phone for 2 hours with different agents) was willing or able to address my concern about compensation for the price difference. What a scam.

    idaho gal 9/24/09 7:47PM

  • United Airlines' on-line seatupgraderefunds site does not allow seat upgrade refunds to be processed for future flights. In this case United made a refund of the seats price but will not make a refund of the seats upgrade price ($176.00) because the flight has not yet occured. United changed the future flight from direct Dulles to San Juan which I had paid for, to Dulles to Chicago to San Juan which fails my requirements. I will now try a live United representative. Wish me luck. Class action? Hmmmmm.-Piet

    pwvanderveer 9/24/09 8:58AM

  • your voice recording is horrible. how on earth do you talk to a person!!!!!!!

    Anonymous 9/21/09 1:24PM

  • Why do companies in America put people ,who dont speak english clearly, in positions where they have to speak to english speaking customers over the phone?It is most frustrating and could actually alter the relationship between the customer and the company.

    Anonymous 9/17/09 3:00PM

  • the worst company that i ever dealt with. What customer service. this company is next to go bankrupt. they are the worst airline and i will never fly with them. I canceled my credit card with them. don't want to do anything with them. their reservation is stinky, you can even get one trained person on the phone to know what is going on. I will encourage everyone I know not to fly with United.

    Anonymous 9/15/09 5:53AM

  • I am a LONG time United Mileage Plus customer & Mielage Plus Visa holder.
    I booked an United flight in 6/09 for a 9/09 trip from Philadelphia to Saint George, Utah. The e-tix was issued. Subsequently in 7/09, 8/09, and the day before my departure the flight reservations were confirmed using the 800#. The departure went without incident. Five days later I arrived at the St George airport to learn that United no longer a part of that airport!! At no point was I given that information despite the fact that all contact information was later found to be correct and the fact that I had flown with United just days before. I was stranded and in an airport that size it was difficult to get a flight to attempt to make the connecting flight that I had tickets for. Bottom line- another example of why the Airline Passengers Bill of Rights needs to passed!!

    Anonymous 9/13/09 7:28PM

  • united lost my husbands camera bag with all equipment in it.. they keep telling us they are sending a form for replacement. three weeks and no form yet. had one baggage supervisor tell me there was no one over her to talk to. just getting runaround. think i need to get legal advice. no camera no work but they could care less. anyone know who is in charge of united, besides the baggage supervisor?

    Anonymous 9/8/09 12:01PM

  • Customer service? What service? First they make my husband mis his flight because the attendence can't do their job, 2nd, they charged 200 dollars more to put him on another flight, and now I can not get ahold of ANY so called customer service people. I will NEVER, EVER, use this airline again!!!!!!

    YamaRyan 9/3/09 3:28PM

  • On the 30th of August one of United Airline employee told me because of my flustration, disappoints.aggravation,for the Airline that lost and held my luggage shoud pay me for extremly important time losted. Employee stated that they wasn't happy just needed a job. What that tells me is that this place sucks when it comes to getting a point across to other employees to give good service. The english most speaks are not from the United States. United needs to change their name in Airlne Business to lying peoples.Get Away!

    Anoymous 8/31/09 7:08PM

  • The first time i flown on united and there has been nothing but trouble. My life has been in danger beause of a lost bag and it has been five days as of today that i haven't recieved my bag or luggage yet! I'm so upset and disapointted right now i hope all the peoples who handle lost luggages would be fired and united airline will go out of business. My time been without my medication i could have died on there time. I'm writing this to save others life. I hope the owner will get this message to see what a poor job peoples working for them has done to your costomers. I hope Washington Dulles will have the first shot at losing their positions. The are terrible.United Airline should be kick out of the airports until they have better served costomers all over the world.

    Anoymous 8/31/09 6:41PM

  • We had a very bad experience with your airline on Aug. 16 and again Aug. 23. Our flight from Orlando to Denver was bad. We arrived at Denver Airport a little before 12:00pm. We saw a flight going to our destination at 1:30pm. We asked an agent name Kelly Griffin if we could change to that flight. She brushed us off and told us to go to another gate, which was a long way away! This agent told us "why did she send you here?". We went back to this Kelly and got nowhere. What she was doing was letting time run out so we would miss this flight and we would have to take the original flight 3 1/2 hours later. On return flight to Orlando, there was a malfunction in the aircraft with everyone on board. We were only offered a soft drink during this 2 hour wait. We finally arrived at around 8:00 pm Orlando time. We did not get home until 11:30pm because we did not get anything to eat. At the time of this incident we had just eaten a small snack and was not hungry. We were never offered anything to eat later unless we paid for it and we were not about to pay you people for what was not our fault!

    Needless to say, we will never fly United again!!

    Chuck and Pat Johnson
    Citrus Springs, FL

    Chuck and Pat Johnson 8/26/09 8:20AM

  • I've flown United Airlines almost exclusively for over 15 years, doing at least 2 transatlantic flights per year. Their customer service is lamentable, and compounded by the fact that when something goes wrong, it is impossible to speak to a person at the Airline who can or will help. For example, booking tickets for my son, daughter-in-law and infant under 2 three months ago: documentation for the infant failed to arrive, totally the fault of United Airlines, but trying to put this right, I have been subject to rudeness that is completely out of line. I have even just been told that we only decided today that the child would go on the flight - despite written evidence to the contrary. I still have not got this sorted and, having just been on hold with a customer services person in Bombay for almost 20 minutes, I got cut off. Now I have to find the energy to start again. Is there not a number you can call to actually speak to a person who will treat you as a customer????

    I do not think I will ever patronize United Airlines again.

    AJ 8/25/09 1:49PM

  • I don't know where I called to for information and reservations but 1st, I could barely understand the English spoken in the heavey accent form whereever I called.

    2nd, Sabina was very brash and rude. She could not keep track of the answers to the questions she asked me. I had to answer three times the same question she asked. But not only one question, several were like that. I was repeating the same information over and over.

    3rd, I asked to speak to a supervisor, I was told I'd be place on hold; after six minutes I was hung up on.

    Of course my question is this...do United Airlins 'fly' like they treat their customers BEFORE making a reservation?!?!?!?!

    Anonymous 8/24/09 2:25PM

  • I need to talk to a real person and none of the united numbers get you to an actual operator. I am done talking to animated operators. Crappy service beyone belief.

    Ck 8/19/09 9:19PM

  • This probably the worst idea of customer service I have ever seen. If I ran my business your way I would be out of business. I have been a mileage plus memeber for many years and have not been mistreated this way in the past.
    Respectfully submitted,
    Wendell D Nelson
    drnelson@clearwire.net
    ps presently looking for a more customer friendly airline.

    Anonymous 8/19/09 10:44AM

  • I flew from Denver to Tampa on United flight 300 on Monday August 10 2009. During the flight I went to the aft lavatory to use the facilities. There was a cabin attendant sitting in the jump seat across from the lavatory door eating a sandwich. I looked at her and smiled. She rolled her eyes and looked at the lavatory door. I just figured that her mind was elsewhere and proceeded into that tiny space to do my business. When I finished, I unlocked the door (which has a very disctinct sound) and tried to open the door where I met resistance. I looked through the crack, and saw that the cabin attendant had her foot against the door. I applied a little pressure and she moved her foot. As I was closing the door from the outside she kicked the door shut, effectively wrenching the door from my hand and startling me so badly that I couldn't speak. I stood there for a moment and remembered how my nephew was arrested by federal marshalls because of an incident he had with a cabin attendant, then returned to my seat. I wanted to say something to her, but didn't see her again during the remainder of the flight. Now I'm playing this over in my head to see if I had played any part in her actions. I can't see it. Her actions were abusive and out of line. I'm writing this to get it out of my head.

    tamartini 8/18/09 4:10AM

  • Susan




    I recently flew back from LAX on Sat., August 15th. My husband and I had packed wine bottles in our checked baggage--we didn't know that this was not allowed in checked baggage. We had packed them in wine box and had insulated them with our clothing, which we thought would be ok. When the airline people found this out we were treated like criminals. The Hispanic woman with the blond braid treated me in a demeaning manner--I felt this was a racial thing. My husband said not to say anything because he was afraid she would tamper with our luggage after we spent $10 per box to wrap our bottles. I have never been treated this way in my life and do believe this was racially motivated. I,ll not fly UA again! She should be fired!

    Susan 8/17/09 12:38PM

  • I had lost an item on my flight in june.I understand that its my responsiblity for leaving it on the plane,but the service of trying to get it back is plan right ugly!Its now august ive only spoken to 4 people about service.This is very horrible serivce i would NEVER RECONMEND THIS AIRLINE.I cant bellieve the crapy service.Very,very unreasonable,and the flight attendent was very rude to me on the flight as well.DO NOT SUPPORT UNITED AIRLINES!

    Anonymous 8/14/09 1:30PM

  • This is the absolute worst company I have ever delt with top to bottom. As far as I can tell there is not a single emplyee that has the ability to use there own brain and make decisions. Every person I talked to speaks double talk and contradicts themselves in the same sentence. This is one more customer, and one more business that will not use this airlines ever again.

    Smith 8/11/09 9:27AM

  • I have had a very similar experience.........very poor customer service and I truly believe they really don't care. I was on a flight to NY on business sat down in my seat-which took a second or two to discover is was soaked in coffee, full flight-trash bag and a napkin later there I sat. I was in a new soft pink linen suit, as one might imagine I looked like I soiled myself. I had to go on to my meeting in NY looking like this. I was given a card to go to the website for some type of compensation and the area I needed to visit is no longer there. I too was on hold for over 40 minutes and then cut off. Flying has become such a hideous ordeal.

    Anonymous 8/10/09 2:23PM

  • Unbelievably poor customer service. It's like they don't actually want anyone to fly again. My nineteen year old son, who has only flown a couple of times before, and never alone, took a flight from San Francisco to Portland, Maine by way of Chicago and D.C. There were mechanical difficulties, which means he missed his connecting flights. He was put on a different flight which left six hours later, which meant he arrived in Dulles at midnight, with a flight to Boston (not Portland) the following morning (he had to take a bus from Bosotn). He had to ask several times and be really assertive before the United person would give him a hotel and food voucher, they initially told him that "everyone had gone home". I called customer service while he was in the air, (who was incredibly rude and argumentative-I had to actually ask him why he was being so hostile when he was supposed to be customer service) and was told that my son could change his flight to the following day, as he was going to be missing a day of his vacation due to the airline's mistake. Of course when the time came, he was told he would be charged $559 extra which was more than the ticket cost to begin with. I spoke to "customer service" as well, only to be told the same thing. They had absolutely no interest in making things right. I told them that of course the ticket costs more this close to the date of flying, but that they were the ones setting the prices, and that it wouldn't actually cost them any more money to haul his body from point A to point B, but they didn't get it.
    And getting an actual person on the line apparently requires a trick, not learned form the UA website, because if you call their number and don't know the trick, the only options available are recordings. United really does deserve to go bankrupt and they really do deserve their abysmal ratings.

    Kathryn 8/7/09 7:10PM

  • I just called the number and try to reserve a seat for staff ticket. I am part of star alliances the standby ticket policy works throughout all participated airlines. The person I talked to could not speak English and was EXTREMELY RUDE. No wonder why UA is not the leading carrier anymore, if it ever was.

    Bad service on the plane, bad customer service, no values, and you deserve bankruptcy.

    Airline business really needs customer loyalty, and it seems to me that UA cannot even gather a satisfaction from a point of time.

    NEGATIVE CUSTOMER LIFETIME VALUE. Does US even know what that means?

    TG 8/7/09 11:53AM

  • Horrible, despicable customer service. Will never fly United again, even if it's the last flight out of hell. My friend and her new husband were coming back from their *honeymoon* in Thailand, making a connecting flight in Narita airport in Japan. Her husband was dehydrated and disoriented, 20 feet from the gate; when my friend got on the flight thinking he would be there, she got on and he wasn't there. She tried to leave to find him, the flight attendant told her "he's coming," and the next thing she knew, the doors were locked, and she was flying back from her honeymoon alone. This is nowhere near the worst part of this story.

    Her husband does not have any money because he had to cancel his cards due to a fraud incident in Thailand, and the Narita Airport closes at midnight every night. The only option that United was offering this man was to wait on standby for a week, or pay $5,000 for a new ticket, EVEN THOUGH my friend went to the desk in Seattle and OFFERED to pay them to upgrade him to a business class seat. There was no way they would let her do this, meanwhile multiple flights have taken off with EMPTY seats that her husband could be on, and instead he's in a foreign country with no money and no help.
    Absolute WORST customer service I have ever heard of, it's almost unbelievable. I'm going to tell everyone I know to never never never fly United.

    Anonymous 8/4/09 12:06PM

  • This airline sucks. My flight was delayed due to their crew fault which made me miss my connecting flight home which now leaves me standing in line for over an hour to get my hotel for the night and new ticket home tomorrow. When i asked the rep for some sort of compensation she told she could not do anything. During the flight i talked to the guy next to me only to find out he got a $150 voucher from the same lady who told me she could not do anything because they shared a Minnesota connection... Don't bother calling this number either.. It only connects you to someone you can't understand and can't do anything for u anyway. Save a head ache and fly southwest.

    Tom 8/2/09 9:49PM

  • My family travelled to London on a companion ticket. This consist of my wife, 15 year old daughter, and 10 year old son. Even though they were assured of empty seats on the flight a few hours prior, the guest agents were more intent on selling seats. My family is now stuck in Heathrow, with no money franically calling around for accomodations. The insensitivity of the hostesses at the counter is unfathomable.

    ODOFO 7/30/09 9:54PM

  • My last experience with your airline was not very pleasant. Although, I booked my flight two weeks in advance I was given a seat assignment of 28B and was unable to change on the computer. I was then told to do so at the airport. After standing in line for 1/2 hour at the counter I was told I could only do so at the gate and my seat was changed to 31C.
    On the way back, I was unable - again - to make a seat assignment on the computer.
    I asked to see if I could upgrade to ecoomy plus and told this flight #344 dep. SF at 10:43 did not have this service. I have a medical condition and have to elevate my legs, so I purchase an upgrade to first class.
    In addition to the upgrade, I noticed an additonal charge of $17. on my AX bill. When I called for an explanation I was unable to understand the person on the other end of the line.
    Please, do let me know what this charge is for and if this is the kind of service I can expect on future flights.

    Rosalinde Estes

    Anonymous 7/29/09 3:29PM

  • I just spent the last hour speaking to two agents in New Deli from my home in Indianapolis regarding the damage to my suitcase. I flew out of Indy on 7-20-09 to Green Bay, WI. When I arrived I noticed the baggage was damaged. The agent in Green Bay said it happened in Indianapolis and that I need to write to United at the email address on my ticket. When I get back to Indy, I began to follow the steps as instructed by the Green Bay agent to only find out I only had 24 hours from the time I first noticed the damage to the luggage and needed to report it in person. After going round and round with the CSR agent and then his supervisor to find out the only damage United takes responsibility for is if the bag was completely ripped open and my contents exposed. I told them I would never fly United again nor would my company. The response I got was "sorry you did not understand the 24 hour respond time, we will send you voucher toward your next flight!!" NEXT FLIGHT!!! I just said my company nor myself would ever use United again. Lip service is all the telephone agents are trained for. I have been in customer service for 40- years and have ran call centers, this experience has been a nightmare. It is no wonder United is going under. I will NEVER fly united again.

    Anonymous 7/26/09 12:39PM

  • Very bad automated customer service. Been trying to reach a real person to talk to but keep getting the non responsive automated service.

    Anonymous 7/20/09 12:29PM

  • I am currently on hold waiting on an agent, I've been waiting for 1:50:57 and counting!! I called earlier and waited about 20 minutes and they told me I could do what I wanted on their Web site and that it was currently available. I went onto the site and it said it was unavailable so I called back and I'm still hoping to talk to someone. I want to hangup and call back, but I now I'm furious and I want an explanation as to why I had to wait 2 hours to speak to someone!

    areyoukiddingme 7/20/09 11:12AM

  • It would have been more reasonable to find this number on United's web site.

    Anonymous 7/18/09 10:36AM

  • I am VERY angry with the morning staff at the check-in counter in Indianapolis, Indiana on Thursday, July 16, 2009. My daughter, her husband and their 8 month old baby were flying to Buffalo, New York for the wedding of my son-in-law's sister. They were both in the wedding party. They were 5 minutes late for baggage check-in and had to wait another 5 minutes for someone to help them at the counter. The young man that helped them was new to the job and didn't know what to do for them so he asked someone else to help. SHE was not helpful at all. As a matter of fact, she was VERY rude. SHE told them there was nothing she could do for them. They could either wait all day for a "stand-by" (yeah right, with an 8 month old baby?....please!) or they could wait till the next day for an available flight. They needed to be in Buffalo that night for rehearsal festivities. They ended up driving for 9 hours just so they could make it to Buffalo in time for the rehearsal. They had to make the 9 hour trip home by car even though they already had a flight booked for the return trip. This absolutely makes me sick. My son-in-law had to put in a lot of overtime just to pay for those tickets. You can not convince me that THAT WOMAN couldn't do something for them. There was still PLENTY of time to get them on that plane, at LEAST 30 minutes. I have worked in customer service my whole adult life and I KNOW I would have done everything in my power to get those people on that plane. I hope you will take this under consideration and properly reprimand that horrible employee. I understand about rules and regulations, but this is ridiculous! Believe me when I tell you, I will be telling everyone I know and everyone I come in contact with about this. There are plenty of airlines out there to choose from!

    Appalled and Angry! 7/16/09 3:08PM

  • Customer service @Lax was horrible, the help that was there are rude, they ignored us, the phones wouldn't work so we could get help. When the agent finally came over they said sorry we are under staffed. The airline people on the plane were awesome! But we will not fly again with united due to the customer service. This made the start of our vacation stressful.

    Diane 7/15/09 10:28AM

  • I was placed on hold for 45 minutes! I admitted defeat and hung up...curse you United Airlines

    Anonymous 7/13/09 8:56PM

  • All I needed was a letter saying why a flight was delayed from San Diego to San Francisco so that I could be reimbursed by the insurance company.

    Because I could only reach someone in India, they did not have the information and could not get it for me.

    They also could not tell me who to call in order to get the information. I spent a total of six hours trying to retrieve the information, Still holding!!!!!!!!!!

    Anonymous 7/8/09 1:02PM

  • Recently I had reservation to Canada from Sea Tac Airport. Since I did not have a passport--only the newly issued Enhanced Drivers License, all of my flights had to be reissued, so that I landed at Buffalo, New York and entered Canada by bus, so that my Enhances License was acceptable. Upon reaching the Check In Stand, I was greeted by Marlys Zedalis, Service Director at SEACS. She many minutes reissuing our tickets through Buffalo. She even called Buffalo New York to obtain the bus SChedule. After we received the new tickets, we (my friend was with me) encountered no new obstacles. We were able to joing our Tour on time. I want to send very special thanks to this woman. She went far beyond the necessary arrangements to make a very enjoyable trip. We cannot thank her enought. Please be sure that someone who is her supervisor is notified of this extra ordinary employee. Sincerey, Beth Greggs and Warren Nelson email bethgreggs@aol.com. HOme address 11448 Rainier Ave s., Seattle, WA 98178

    bethgreggs@aol.com 7/8/09 12:07PM

  • United has lost another customer...at least until they stop using foreign call centers. I have tried 5 times to reach a u.s. agent to no avail. The agents that I have spoken with have very broken english, do not understand my request, and I am the one apologizing to them for not understanding them (feeling a bit politically incorrect). I ask for a U.S. agent and they tell me it's impossible to transfer me, that I have to keep calling until I get lucky. Going to fly to another airport a little out of the way, simply so I can book and fly Southwest Airlines on this one.

    Anonymous 7/4/09 12:20PM

  • I need to check something urgently, 30 minute on hold wait time is UNACCEPTABLE. I will NEVER fly United again.

    Anonymous 6/20/09 10:50AM

  • Been on hold for more than 60 minutes now and going 10pm eST

    Anonymous 6/19/09 7:43PM

  • 50 minute wait time?!!??

    is this a joke?

    noscreennametodaythanks 6/19/09 2:27PM

  • I just called your 800 number; 35 minutes wait time????

    NO WAY am I flying with you...if you can't handle the phone, how can I trust you with an airplane??

    Anonymous 6/19/09 11:04AM

  • I would like to compliment a Check-in-agent in Denver Colorado. Her name is Bonnie Miller. Yesterday (June 12,2009) she had made several calls out to the public about a flight that was ready to depart. She made her last two calls and then left the check- in-area to go to the airplane. Upon her return there where 6 or so people who had shown up and had missed this flight. She explained to all of them that she had called the information out at least twice before the gate closed. I don't know what these passengers reasons were for not being there. However they were out of line with the screaming and yelling. She kept telling them to go to customer service. I believe they remained there for about 10 minutes badgering her to open the door and allow them to board. Finally most of them left. They returned again and she continued to tell them to go to customer service. One young man stayed behind and was pleading with her to open the door. He asked her if he just opened the door himself what would happen. She told him he would be arrested. He stepped away from her stand and had a melt down by throwing his ticket and screaming profanities. Another man waiting for a different flight came up to this young man and escorted him away. Ms Miller kept her cool, continued to work on the next flight. I hope that somewhere along the line of this business of serving customers and dealing with all their emotions that Ms. Miller is rewarded for her endurance and professional manner. I thank her for keeping a level head and wonder where security was, because this could have been very ugly. I was traveling with a student group of 20 students. hey were appalled by these people actions. Thank you for hiring such a professional individaul. Susan O'Leary.Great Falls. MT

    Anonymous 6/13/09 9:54AM

  • I would like to comment on my recent flight experience on United Airlines May 1 through May 7, 2009. I am sorry I have not done so sooner after the flight. I have traveled via United Airlines for years and am a United Mileage Plus member and Chase Card member for 20 plus years and mostly have had good experiences however I want to describe for you the experience we had recently along with my 3 companions, JoAnn DeBoer, Madeline Stoltz and Elaine Jaeger. On May 7th our return trip from Portland on United Airlines Flight UA 5129 to Huron with a stopover in Pierre, SD was not pleasant. The behaviour of the hostess at Gate 61 was anything but hospitable. We were checked in all the way and had our boarding passes and all was in order. We were waiting at the gate when she announced "anyone going on Flight 5129 must check in immediately as we are over booked and you will get bumped if you do not check with me immediately and get your boarding pass stamped with a yellow marker." We rushed to the desk and she told us "you will be the first to be bumped because you are low class passengers". I was horrified at such a statement. We had no idea what this meant and were immediately fearful and scared that we would not make it home that day. She repeated the statement to us at least 3 times "you are low class passengers and if there is not room you will have to wait until tommorow evening to catch a plane." She was rude, nasty and downright disgusting in how she dealt with us and I might add some others as well. I could not see her name tag because it was covered up.In the end we did get on the plane and made it to our destination. i could say more but these are the basic facts. I would be pleased if you could respond to my comments. Thank you very much, Mary E Jaeger of O'Neill, NE.

    Anonymous 6/9/09 10:10AM

  • My girlfriend was flying out of Helena May 18 and arrived at the gate 26 minutes before departure and was not allowed to check baggage. Had to take a flight 8 hours later. When she arrived there were people checking baggage 20 minutes before departure. Have made sveral phone calls and left messages as well as several e-mails. Think there has been ANY response??? She will never fly United again, nor will I or anyone I know.

    Anonymus 6/7/09 9:17AM

  • Had reservations for two months in advance for a graduation. I was called at 5:00 AM on the departure day and told the plane had mechanical trouble and the flight was canceled. Just like that..no sorry or anything. It's Memorial Day weekend--now there are no flights that have seats. Called customer service and they said they could give me a voucher for a future flight. I asked them why would I want to fly on United anymore? They must be nuts!

    jk 5/22/09 12:24PM

  • United is the worst airline ever!! I arrived 35 minutes before my flight and the VERY rude counter employee would not issue me my boarding pass. I threw a little fit, and he finally gave it to me. He could have just done it in the first place!! On the return flight, they charged me for a seat upgrade which I did not even want!! Not only that, but they double charged me for it! So now I get to TRY to get ahold of someone to get a refund for that. The customer service refund department is only opened until 4:30 ET. I never commment on sites like this, but I was so angered that I decided to. They are overpriced, charge riduculous fees, have rude employees (from the counter to the flight attendants), and have horrible customer service. As long as I can help it I will never fly United again. They have NOTHING on Southwest.

    Anonymous 5/21/09 3:10PM

  • flew 17 hours with no vegetarian food served as ordered .No one seemd to care .of course not stewards fault but they are the face of UA and should be prepared to show some concern as well as polite .to add to this my luggage was damaged .Not Happy ..from first time user of UA.As yet not had reply to first email complaint nor able to speak with anyone .not looking forward to return flight

    eb 5/21/09 8:03AM

  • Flew American from FRA to Chicago O'Hare, missed connection to SA due to almost 2 hr delay of AA83, was rerouted to United. Went through Customs and received United ticket and my baggage was taken by United . Waited half an hour at the carousel in SA. My baggage did not arrive. Was told it would be on their next flight and that it would be delivered. Spent the next day calling United and American. United had transfered my baggage back to American without informing me. INEFFICIENCY AND STUPIDITY. It was known by United and AA that my baggage was at the airport, held by AA. Instead of getting my baggage to me, they are holding it hostage and sending messages to each other because each thinks that the other should do something. When I told United that I will get it myself if it does not arrive soon, I was advised not to do that because AA would not give it to me because United is trying to retrieve it for me. They say they have to follow procedures. I would like to make you better procedures because whoever set yours up has a brain that does not work with logic. 25 hrs after my arrival, I still don't have my baggage. I could understand that, if the baggage were lost, but since it is known where it's at, somebody needs to get away from hiding behind useless procedures and get into action.

    INEFFICIENCY AT WORK 5/15/09 2:56AM

  • Can not find phone number that connects me to a live person at Charlotte Douglas for baggage/lost articles. Web site actually lists a wrong number for them. When I found the correct number received a recording "We are unable to take your call at this time. Please call (800#) then "click". No chance to leave a message, no live body. Just round and round.

    Anonymous 5/11/09 6:09PM

  • Flew United from Chicago to Omaha on Saturday, May 2. Arrived in Omaha and no baggage. Was informed the baggage would be on the 4:30 flight from Chicago and would be delivered in the evening. Called around 7 pm to check status, was informed baggage still in Chicago and would not arrive until 11 pm and would be delivered in Sunday. Called Sunday am to make sure the baggage made it to Omaha -- Guess What!!!Now they tel me the bag is in BEJING CHINA. WOW, WHAT A HUGE MISTAKE. I still don't know how they mistook Bejing for Omaha. I have been going back and forth with United for 4 days now trying to get the bag back. Customer Services has absolutely no credibility. They are so busy trying to be coy and and evasive, they never give a true status of the bag. They also keep refering me to their website for a status. Guess what - Never once has the status been updated on the website. Supposedly the bag arrived in Omaha and was supposed to be delivered yesterday - that didn't happen. It will be interesting to see what happends today.

    jrm 5/6/09 6:37AM

  • What a poor airline---UAL is going down wth service every day!

    I checked the departure time for a 6 AM flight 90 minutes prior to departure time---shows on time. Get to the airport, shows on time, 25 minutes prior to scheduled departure time, they state flight will be 80 minutes late due to crew rest---ok the flight came in prior night 2 hours late (arrived at 9:20 PM), why would UAL NOT post on their website or contact us that the next day 6:00 AM flight is going to be late (answer is just they do not care!!).

    The bottom line is that UAL does not care about the paying customer!!!

    PC 4/27/09 3:42AM

  • Just heard a horrible story about ticket agent not helping customer who had to get on flight as mother was dying. Ticket agent had to go on break and covered her badge. What kind of humans do you hire?
    Management should make sure that person is fired and replaced by someone who cares about people other than herself.

    Anonymous 4/20/09 7:23AM

  • I recently flew from LAX to Boise on UAL. The customer service agents in LAX were surly and unhelpful. I spoke to at least 5 agents trying to get seat assignments for my flight. The last agent actually laughed at me because I was waiting at the counter. I could not believe how rude they all were. I have had several problems when flying United in the past and will do everything possible to never fly with them again!

    Boise 4/15/09 12:00PM

  • we traveled to Germany from Denver they lost our luggage for 3 days...nobody knew anything could not get any answers...worst service we ever recieved

    Anonymous 4/14/09 12:42PM

  • Important item left on plane, reported within hours. Told lost and found closed on weekends, planes not cleaned after flights, no idea, Lost and found is "DOn't call us, we'll call you". I reported to desk where there was obvious hostility between lost and found staff and baggage staff, unprofessional banter between staff who had to be pushed to help try to track baggage, gave me the wrong emails to contact for lost and found. No one seemed particularly motivated or concerned to help. Hard to be much worse unless they threw the things out themselves (maybe they did)
    Spoiled what was otherwise an enjoyable trip.

    Anonymous 3/29/09 3:08AM

  • I had a problem in Denver with how the service was and how a handicapped person was treated. I have asked for responses back from your company and you choose to ignore me. Many others are aware of your policy of how handicap people are treated and I can't believe you don't care about losing customers. Too bad in today's day and age of companies going bankrupt. Maybe it will be back to Southwest airlines

    Tina 3/11/09 3:43PM

  • Lost my bags, (skis and related gear)
    Horrible customer service, truly horrible, polite as all hell but completely incompetent.
    I will NEVER fly this airline again, NEVER!!!

    If you can't do something as simple as keep track of a few bags, how the hell can I trust you to keep something as complicated as an airliner safe.

    No excuses UA, you are an awful airline.

    Peter 3/2/09 7:54AM

  • I had a great trip to Fort Luaderdale and coming home everything was fine and then I got to my home airport one of my bags was missing. I did all the paper work they told me and I still didnt get my bag back. All my meds were in that bag and they kept on saying they were sorry and I said that did me no good. now they want me to fill out this 4 page form to tell them what was in the bag and how much everything was and give the tickets, bag claim and all receipts for the things I bought on my trip. the places I went I didnt get any receipts. I had to go out and buy more of my meds and replace my brothers video camera because that was in my bag. I also had most of my presents for my family in that bag and I cant replace those unless I go back to Fort Lauderdale and the Bahamas.It has been over a week and they still havent goten ahold of me. I must have phoned them at least 30 times and they keep on telling me the same thing "we are sorry for the the wait we are investagating why you dont have your bag yet" They want me to fill out those papers so they can give me the money to replace my stuff but I dont want the money I want my bag with everything that was in it. I am never fling United again and I am telling everyone who will listen not to use that airline because their customer service SUCKS.

    MAD FLIER 2/20/09 10:04AM

  • absolutely the worst costumer service at check in counter LAX..rude..asked for help with the automated check-in asked aa airline employee standing 4 feet from me for help..said i'd need to find someone to help..counter person said same thing.."i'm on this side of the counter"..then she turned to a co-worker and said "girl lemme get some of that lotion, my hands are dry..i'm off in a few minutes"..united airlines customer service and check-in LAX is the worst..i won't be flying them again..

    nikki 2/19/09 3:50PM

  • IF YOU WANT TO FIND OUT THE WEATHER IN BOMBAY/MUMBI CALL UNITED BECAUSE THATS ALL THE CORRECT INFO YOU WILL GET, NOTHING ABOUT RESOLVING YOUR PROBLEM.OH, AND DON'T FORGET TO TALK TO CARLOS (YEAH RIGHT). DO THESE PEOPLE THINK WE AMERICANS ARE STUPID!
    THEY WILL KILL YOU WITH KINDNESS BUT DON'T HAVE A CLUE OF ANY URGENCY ABOUT YOUR PROBLEM. I WILL ONLY FLY UNITED WHEN ABSOLUTELY NECESSARY!!!!!!

    FASM 2/17/09 9:36AM

  • The UA website is absolutely lousy; it does not list any contact number and keeps needlessly opening popups. But the customer support reached at this number is of top quality. They were able to answer my question promptly and satisfactorily (for future reference, you CAN carry two laptops provided they both fit in your laptop bag).
    I could faintly make out an Indian accent. But, hey, I'm Indian myself, so I don't care!

    twoLaptopsGuy 2/12/09 9:03PM

  • I will never fly united again!!! You are an INDIAN company.there are no Americans working for united.horrible phone service you have succefully blocksd me from talking to an AMERICAN. YOU ARE A DISGRACE you have zombies working the phones.I will never talk to a scripted zomby !!!!!!

    Anonymous 1/30/09 7:31PM

  • I flew on United on Dec 25/08 with 6 other family members and I took everyone to Knoxville,TN. We all flew back to Calgary on Dec 29/08 and we came on flight #1131 from Chicago. This return flight was the most embarrasing for me because I had to listen to 3 of my in-laws complain to me about United Air Lines. The worse part was, I had to agree with their negative comments of that flight. Grumpy flight attendants, poor food choice on flight, extremely warm in plane. Once we landed, the plane electrical failed 2 or 3 times(lights went out,plane wouldn't function)before reaching the airport from the runway. The luggage doors would not open and we waited for almost 3 hours to get our luggage. We arrived in Calgary at approximately 9 PM that night and it was almost midnight before we got our luggage.I was travelling with my wife,2 young kids,mother in-law,father in-law and sister in-law. This wait in a luggage claim area was one of the worst experiences of my life. We were unable to leave the secured customs area until we had our luggage. I am a respected business manager in Calgary and I would be ashamed to deliver this type of customer service to my clients. This was the first time I flew with United and probably going to be my last. I fly somewhere in North America at least on a monthly basis and when business requires me to do so, I have been known to fly to and from business meetings on a weekly basis for numerous months to complete my commitment to my clients. I look forward to having a responce on this e-mail. Thank you for your time.

    Anonymous 1/14/09 9:57PM

  • delayed flights and lost luggages. They do not deliver the luggages per info showing on their website www.united.com/bagtrack
    Cannot rely on the delivery schedule because they contract several delivery companies for lost luggages. Cannot complain and call United either, they will put you on hold forever till you give up.
    Terrible service.Customer Service is overseas. Not too much help!!!! Very very frustrating, ruined our New Year Day.

    Anonymous 1/1/09 5:32PM

  • I recently became severly disabled due to a brain hemorrhage, been in a wheel chair for three months-it had a flat tire. I was at DIA flying to Milwaukee, I arrived on time as scheduled at the airport, with more than an hour+ waiting for my flight, I went to the "Aviators Club=smoking lounge", ordered their one drink minimum,(yes they do have non-alcoholic beverages for a small fortune) talked to the server, and explained I needed assistance to my gate. She called the SO CALLED customer assistance TWICE. No one showed up,she muttered under her breath-we have the lousiest service for the handicapped. It wasn't her, or my fault, as we desperatly called this so called "customer/wheel chair assistance" for the second time, now running out of time, I left on my own accord, with my flat tire wheel chair. As I PAINFULLY, came around the corner - too late, an assistant moving like molasses stood there with a "United Airlines Wheel chair"-explained in such a strong foreign accent, that I couldn't understand her that we some how had to go back to the ticket counter. Her illegible drawl-made it impossible for me to understand what she was doing....we were moving at a snails pace. She could care less if I made my flight or not! Mean while, my incredibly kind mother, is waiting for my arrival in Milwaukee -expecting me at noonish-she's almost 70, and also has health issues. Due to United's LACK of giving a blank about wheel chair bound people, my mother had to wait 5 hrs! in Milwaukee. As I reticked-now through O'Hare/CHI to Milwaukee, instead of non stop..due to my handicaps-every person from United was whispering under their breath that the "customer assistants for the handicapped were beyond embaressing, to put it mildly!" My poor mom, was exhausted, as we had to drive past Madison, WI to my small home town-Baraboo-we arrived around9:30 pm!! She couldn't even purchase Thanks Giving supplies, since it wasn't "noonish" anylonger. Exhausted and dissapointed, she dropped me off at my home-doubting my reality story. I felt terrible, first beyond angry with United (whom I used to fly with and reccomend to others-NEVER AGAIN!)and then having to post this comment on the web+ contact the REAL customer service dept at United!! While I should be cooking a Turkey-NEVER FLY UNITED AGAIN!!!Esp not if you are handicapped-it's discriminatory-to put it mildly. If I don't get a free ticket from this (which I could burn in my fire place) they've got major problems ahead!!!!!Not to mention the drunk/doped up Flight Attendant on the way to Milwaukee-Yikes! I was getting concerned that perhaps the pilot was in the same shape, as he couldn't land this small air craft without bouncing all over the runway-I originally immigrated from Sweden in '76, and have plenty of flying experience-something was very wrong-as other passengers were shaking their heads-some giggled, I didn't think it was funny. They used to be great, but now have lost my trust!!-Susanne

    unitedwedontfly 11/27/08 12:47PM

  • On Tuesday morning,October 28, 2008 leaving Las Vegas for Dullas, we had a 3 hour layover in Denver, upon arriving we saw that we could of gotten on an earlier flight, so we headed to the customer service area which we found we could get on until we told them we had checked in 1 piece of luggage, the agent then told me because of cost to the airlines they could not take off the luggage and put it on the other plane, understanding I was ok with that and we waited our 3 hours and flew home to Dullas arriving at On Oct. 28, 2008 at 12:25am (Wednesday morning)to the hub of United Airlines. Heading down to get our luggage that cost us $15.00 each way at the baggage claim that we waited for about an hour, people were starting to get upset and could not understand why the luggage was not coming down. There were about 75 people all standing around waiting. Finally, an announcement was made that anyone that could not wait for there luggage could fill out a form and there luggage would be sent. So we stood in line for another hour and a half to hand in our form and drove home to Pa. and arrived home at 4:30am. I was told that they had employee shortage and could not unload the plane! First where was the customer service I might ask myself, but lefted that go until my luggage arrived 3 days later by federal express and wondered how much this saved the airline!! Not even a sorry letter or my $15.00 back for my inconvenience since I had to be a work at 8:00am on Wed. morning. Sorry United you are missing the boat on customer service!! I guess my next flights will be with southwest airlines, no fees and good customer service.........

    Anonymous 11/2/08 5:19PM

  • Trying to talk to someone about getting a refund from United is rather difficult since you cannot find anyone within the boundaries of the USA. United's call centers are located in the Philippines and India and in most cases English is not their first language, which can be a hindrance in getting them to understand what you are calling about. The “agents” are programmed to respond in a certain way, making it impossible to even begin having a conversation. It’s no better than trying to talk to a computer, which it appears, dominates United Airlines, regardless of the number called.

    robert 10/30/08 8:57AM

  • I am a 60 year-old, diabetic, disabled Vietnam veteran. On Thursday, 10/16/08, I was scheduled to return to Texas from Buffalo, NY on a United Flt. departing Buffalo at 4:44 p.m. and connecting with another United Flt. in Chicago O'Hare to return to Texas. When I arrived at the United ticket counter to check-in for my return flight via the kiosk, it would not allow me to check-in and referred me to a phone nearby for "other options". I lifted the receiver and only got a busy signal. I tried to get someone to answer the phone several times and each time only got a busy signal.

    I was finally able to interrupt one of the several United ticket agents from their personal conversation to try to understand why I couldn't check-in for my flight. They inquired the flight number then explained that it was less than 30 minutes before departure and couldn't check me in due to the time constraints of security, etc. I checked my watch and it showed 12 minutes after 4 (my watch is synched to the atomic clock in Fort Collins, CO). According to them, the time was 15 minutes past the hour. I then asked what they would do to get me back to Texas. Their response was that, for a $150 change fee, they could change my reservation to a flight leaving the following morning. I told them that was unacceptable that I wasn't trying to change my reservation, they wouldn't allow me to check-in for my flight. The agent merely shrugged and said that was all she could do.

    Another United ticket agent explained that they couldn't check anyone in less than 30 minutes before a flight's departure. I asked them to show me where that was published anywhere (such as my boarding passes, etc.) and they responded "Well, it's on our website". I then pointed to the kiosks and the computers behind their counter and asked them to show me where the connection was to the Internet to verify that. She had no response and walked away (the Buffalo airport doesn't have Wi-Fi access).

    I checked other airlines for a return flight to Texas and no one was able to accommodate me. The best I was able to do was book a 1-way flight on Delta the following morning. United was unwilling to make any move to try to assist me in getting home and, while I waited, I noticed someone else having the exact same problem.

    In my opinion, United breached the contract for my travel, then added insult to injury by trying to charge me a $150 reservation change fee. The kicker is that, according to my watch, I had 2 minutes to spare and according to their clock, I was I minute late. 1 minute was not going to delay the plane, but it did cause me to miss my flight.

    Their Customer No-Service people behind the counter could not have been any worse or less concerned about getting me home. The "$150" reservation change fee after refusing to allow me to check in for my flight is nothing short of a scam.

    United used to be a good airline. Today, they deserve to go belly up and, hopefully, they will soon.

    Not Happy With United 10/20/08 1:01PM

  • their fees were twice what others were and they still dropped the ball over and over again. they have very rude employees. avoid them like the plague

    Anonymous 10/16/08 12:03PM

  • The customer support did not help me at all, they cost my daughter a lot of time and money, and she did not make it to the event she was traveling to on time, Had to take a taxi from college to airport to get her luggage when it finally came because they would not deliver it and they would not reimburse her, 25$ to put luggage on plane and they won't get it to you when it doesn't arrive with you. Will not fly with them again if possible.

    madmama 10/8/08 1:58PM


  • I Will NEVER Fly with them again....The absolute WORST customer service in the world...no pun intended....or is it, as all their live people are on the other side of the world, and I cannot understand half of them, and the other half "string you along". I never did get my question about flight change charges answered. They got me for $$ this time, but they won't get any of my $$ in the future. It is going to be SouthWest Airlines for me in the future, even with some stops on long trips.

    Hal 9/22/08 2:56PM

  • the worst customer service i have ever experienced. The phone system is AWFUL; only automated recordings.

    Anonymous 9/22/08 1:05PM

  • Horrible customer service, I have been hung up on four times to day. United needs to do better. I can not believe them. Don't fly this airline.

    genious 9/19/08 4:19PM

  • My bag didn't arrive with the plane--trying for two days to find status. Spoken to several people in India who can hardly speak English. System is terrible--can't get direct number to my airport baggage office--any wonder why airline is losing money. Keep trying customer service phone numbers and get automated system responses. Anyone from United reading these comments?

    Anonymous 8/13/08 4:41AM

  • Submit your comment >>
  • I fell ill on a UA flight from JFK/NY to San Francisco on August 11th and was completely overwhelmed by the professionalism and kindness of your flight attendants Ms. Juliana Khouri (290983), Ms. Gail Ross (148120), and Mr. Jose M. Delgado (077668). Their care and concern for me and my wife was so touching as to nearly bring me to tears! Due to their outstanding work, I am eager to fly with United Airlines over and over again in the future....These three exceptional people are deserving of so much praise, and I pray that this email will result in them receiving the highest commendations and financial rewards that the company can provide....May God Bless You and Them! Peter J. Daddario Please reply at peterd9253@aol.com

    Anonymous 9/2/10 7:18AM

  • Checked bag was put on flight following mine due to weight problems (other passengers had same scenario) unknownst to me. I called customer service, information taken and bag was confirmed as having arrived on next flight. Company to send baggage to my home, no charge. Quickly addressed by United when I called. Very satisfied, pending arrival at home of my baggage.

    Karen, occasional traveler

    Anonymous 9/2/10 6:17AM

  • August 24th my husband and I took our son to the Raleigh/Durham airport for a trip to Sweden to study abroad. We checked the immigration website for Sweden and according to the website our son did not need a visa unless he was going to be there longer than 6 months. Well, the info on the website was wrong and he did need a visa if he was going to be there more than 90 days. His semester is 122 days. We found this out when we checked him in at the airport. In order for him to board the plane we needed to change his return flight to November instead of his original date in December. I booked my flight through Expedia, so I called them to request the change. Expedia informed me that they could not change the return flight until the outgoing flight departed! I explained that my son could not board the flight because of visa restrictions unless we changed the return flight. For 2 1/2 hours my husband and I both (on different phones) stayed on the phone with Expedia and SAS airlines trying to geth this flight changed. We were all to the point of tears by 4:45. Logan's flight was due to leave at 5:36 and they were boarding at 5:16.
    During our delima a ticket agent by the name of Liz Latiker was checking in with us to see if we were having any luck. She took it upon herself to make a phone call and try to get the flight changed. I am not sure who she called, but after being on the phone with them for awhile and explaining our delima she was able to get them to change our son's return flight. I honestly don't know what we would have done without her kindness and help that day. I was on what I think at that point was eternal hold with Expedia when she told me I could hang up, that she had gotten it changed. The tears started flowing down my face from the relief that my son would be able to board his flight. He boarded just in time, with no time to spare! Please, please give her a special customer service award or a raise! We will never forget her kindness and the time she spent helping us through this situation. We are not a wealthy family and could not have afforded to buy another ticket to Sweden had he not been able to use this one. I will never book with Expedia again. I've learned my lesson! United, you are lucky to have Liz Latiker as your employee! She is the best! We will never forget how much she helped us that day!!!!!

    Sincerely,

    The Robles Family
    Swansboro, NC

    Anonymous 9/1/10 8:05AM

  • contrary to popular belief.. some times it appears United Agents really do care, can be very effective..and really can be helpful.. i was just offered and $300 e-compensation for a Late departing flight and the Agent was simply super in handing it over the phone.. getting to one via the voice mail jungle was a challenge. but I just kept saying 'Agent" and got a Reservations agent with a bit of a Hindu? dialect but he was very clear, eager to please, and understood everything I said.. I'm happy!.. JimS

    ? 8/30/10 11:32AM

  • I had a great experience with the individual I spoke with in the web support department. He was informed, courteous, and a good listener. I was very satisfied with the service I received. It went beyond my expectations. Thank you

    carol 8/26/10 12:05AM

  • Wow. I just had a very nice and painless experience with United Customer Service!!
    Thank you for the tip to say AGENT. If your business can be handled through the guided menus, I am sure that can work fine and efficiently, but what I needed was not on the menus and I spent a long time one day trying to navigate the menus. This time, I said AGENT at two different menus and I almost immediately got a very pleasant women (presumably Indian from her accent) who handled what I needed rapidly and with tremendous courtesy and understanding. Either I was the lucky one or United has heard the complaints listed here about their customer service. This was one of the best Customer Service experiences I have ever had, so I had to write it up.

    jonafrica 8/18/10 6:08AM

  • On July 24th my family flew from Denver to LA, then to Honolulu. I want you to know what an asset you have in a flight attendant named Malou (?sp) Conroy (leg from LAX to HNL). She was just delightful and so helpful and attentive, all with a great smile and wonderful disposition. She went above and beyond what I expected and made our long flight so enjoyable.

    Anonymous 8/1/10 9:12PM

  • Traveling through LAX on 7-31 I observed your employee, Derrick Fowler, handle a difficult situation with a customer with tactful skill. He did not loose his "cool", as did the customer. This all happened while he was also getting ready to board a flight to Denver, plus handle other customers. I commend him on his patience!!!

    Anonymous 8/1/10 9:06PM

  • I do not hesitate to write to you when things go bad, so when things are excellent it is only fair. My family flew out of Denver on the 6th to LA then on to HI. We arrived in LA to an issue with seating. We had the opportunity to work with Regina to get the issue resolved. She was great! It is individuals like her that keep me coming back. Again I appreciate the customer service and it made our trip much more enjoyable.

    Quint Consani
    03231992935

    Anonymous 6/14/10 4:54PM

  • Called with questions regarding international flight and all questions were answered and seat assignments were easily made. Thanks.

    Anonymous 6/8/10 1:00PM

  • Just had the BEST experience. I called in as my brother-in-law was arrived from New Zealand with no US cell phone, he is a bit challenged as well. His internal flight here in the US was xcld and we are here in mid-america waiting for him! We were so nervous for him! I was only transferred once, she was super helpful, she helped eased our worries and we knew that he was rebooked and then on stand by for an earlier flight. I was actually pleasantly SHOCKED at how helpful she was. Great Job United!!! Thank you!

    Anonymous 5/19/10 9:02AM

  • Unlike all the negative comments, I got very good information within 10 minutes at 800-864-8331. Am I the only lucky person? United Airlines, keep up the good work

    Blue Albright 5/12/10 11:50AM

  • To Whom it may concern, I just returned home from my Mexico vacation late last night. Had to write you imediately!!!! I would not have had my vacation if it werent for "Shar" ticket agent in Billiings Logan Airport.
    This woman went above, and behond the call of duty! It is not often you see this "work Ethic" these days. I would say United has a real jewel here! I would like you to know how lucky you are!!!
    I was unable to board my plane with a passport issue. my friends went ahead w/ flight. we already paid for hotel/airfare. I had to stay behind. looking like a lost cause. to say the least I was distraught. instead of losing my wole vacation. I only lost three days of it!
    Now "Shar" could have said oh, well... so sorry, and on to next customer. turns out Shar worked diligently! for quite some time.when all said and done, she re-routed me, and did all the planing. needless to say I arrived in Mexico. April 19th. had a great 4 days!
    Please, once again know what an OUTSTANDING employee here in Billings, Montana. you should be proud.
    Ending this, could someone please mail me back, to recognize you indeed recieved this letter? It is so very important I am being heard regarding this issue. what a stressful time, and to be taken such good care of means alot!
    Thank You, for you time, and Thank You, for employing, Shar
    Sincerely, Barbara Easley

    Montana 4/24/10 7:06AM

  • This morning my son flew on United Express from LAX to Phoenix. There was an unexpected problem at the airport that wasn't entirely our fault and we thought for sure that he would miss his flight. There was a man at the ticket counter that said "excess baggage" who was truly wonderful and helpful. I wish I had noted his name. He was a middle aged, African American man and his name tag said "supervisor". He sympathized with the confusion that we had experienced and said that wasn't supposed to happen this way, got my son and his bags checked on from Phoenix to an international flight, and notified the gate that he was on his way. I was truly grateful. If possible I'd like someone to pass along my thanks and appreciation to him.

    Anonymous 4/17/10 5:43PM

  • On March 26,2010 my husband and I were scheduled for Flight 425, Minneapolis to Denver. Due to mechanical delay in Chicago, we were delayed arriving in Denver and missed our connecting Flight 936 to Phoenix.
    Customer Service in Denver put us stand-by for the next flight to Phoenix, which was already overbooked and we were unable to board. Representatives at that gate were only able to put us stand-by on the next flight but warned us that all flights to Phoenix were fully booked through Saturday, March 27. We returned to the Customer Service desk to find out our options.
    We were lucky that a representative named Will was available at the desk to help us.
    He made the extra effort to get us on a flight while remaining friendly and calm (which allayed my anxiety level). Thanks to his perserverance, even to the point of delaying his break, we arrived in Phoenix in time to attend my family reunion dinner.
    Your customer service representatives are first in line to help disappointed and disgruntled travelers due to increasingly frequent mechanical delays, delays, overbooked and canceled flights. Dedicated employees like Will should be applauded and appreciated by United Airlines. Thank You, Will

    Anonymous 4/7/10 3:44PM

  • I'm writing to thank the crew on UA flight 870 on March 19th from Sydney to San Francisco. Shortly after I took my seat, a severe migraine set in and for the next twelve hours I could barely speak or see clearly through the pounding in my head and the sick bag between legs. One flight attendant in particular went above and beyond to help me. He said he was familiar with what I was going through as his wife had suffered from migraines. He was such a kind person: he located a doctor on board who consulted with me; for 12 hours he emptied my sich bags and heated hot hand towels for my head, gathered my belongings from upstairs and arranged for a seat downstairs near the exit so I could be met by a wheel chair that took me swiftly to the care of the San Fran health clinic. In my pathetic state, I didn't ask for his name until I deplaned; I believe his coworker said his name is Tony Elling (sp?). I hope you will share with Mr. Elling that medication was administered at the clinic; I did make my connecting flight and finally, I will always remember his kindness. I'm an experienced world traveler and I've been the recipient of excellent service but this deserves the oscar. Thank you again. Sincerely, Constance Dugan

    Constance Dugan 3/21/10 10:26AM

  • No wait time...Asked my question, it was answered promptly, appreciate the service. thank you.D. Malecki

    Anonymous 3/9/10 9:30AM

  • We just had the pleasure of working with one of United's best-- Ms. Denise Gibbons. She was able to undo a nightmare and make the journey of our lifetime what it should be rather than the terrible situation it was. NO ONE else at United was able or would help us and believe me we tried and needed the assist-- Ms. Gibbons was exceedingly kind and efficient; the type of person who renews your faith not only in a company but in the goodness of people. We will always be grateful to her; United should make her their CEO-- she makes things happen.

    sblack 2/26/10 8:33AM

  • Called and waited no more than a minute. Person I spoke with was professional and helpful. Could not get through on number with voice prompts.

    Anonymous 2/19/10 12:52PM

  • I would like to give a shoutout to Don Frances at the United ticket counter in Sacramento.Mr. Frances went way beyond courtesy to assist me. He is a credit to your organization. Dan Phelps West End,NC.

    Anonymous 2/14/10 9:24AM

  • 02/11/10
    ..just called customer service and got a wonderful fellow, to the point, litle waiting time, and very pleasant.
    ..asked about traveling with an animal, flights overseas, and a credit missing..all answered to my complete satisfaction.
    thanks united! good job!
    kmst

    kmst 2/11/10 9:11AM

  • I just spoke with an agent. My wait was short. She was very friendly and could update my profile for the Secure Flight information requested.

    Anonymous 2/5/10 3:13PM

  • This was INCREDIBLY helpful and the United agent was WONDERFUL!!! I anticipated being on hold for a very long time and I was not!!! VERY, VERY impressed with the short wait time and customer service!!!

    Anonymous 2/5/10 12:10PM

  • On my way home from Bangkok to Japan, I had recieved the best service ever. Brad Rodriguez went beyond his duty providing me with the best hospitality .I was so sick, couldn't take anything in except just plain hot water . HE was so caring ,making sure that I was OK . He wanted me to eat something so he gave up his own meal for me ,bless his kind heart. YOU need more people like him ,seemed like we just loved to have him fussed over us. HE showered us with his sincerity, his gorgeous face , his big smile I hope you hire the next person with the same decency ,attitude,fine quality that Brad has. He make the rest of you look good . MY following flight , that was another story.

    Anonymous 1/20/10 10:45PM

  • I would like to register a compliment with you. Today I was inconvenienced by the weather in Burbank, CA, and the delay caused me to miss my connecting flight to NYC. I was assisted by Cynthia McCrane. She was amazing, handling my travel arrangements and all the other travelers. She was professional, calm, cool, collected, efficient, and an incredible multi-tasker. I wish that I always had someone like her helping me when the weather gets rough. I travel very often and very rarely encounter such warm and efficient professionals like her. I hope that she is recognized for her efforts. Thank you for your time.

    Sincerely,

    Raquel Padilla

    Anonymous 1/18/10 4:34PM

  • My name is Shannon

    My son and I had been stranded in the airport all day after missing our 10:35 flight due to long lines at the ticket and security counter. We were on standby all day until the 5:35 flight we were told there was only one other flight leaving out at 7:16 PM. We had given up after finding out the 5:35 flight was full. Not knowing the the women at the ticket counter had booked us on that flight we went back to customer service only to find out we were not on stand by. That was when we found out they booked us that flight so we could go home. We barely made it back but they grabed our bags hurried us on the plane and we arrived in Houston. I will never forget Jan 5th gate 24 and our angels who helped us fly home. With great gratitude Shannon and my son Aaron

    Anonymous 1/10/10 1:33PM

  • goal was to reach customer service regarding an ETA or visa for travel to Australia. The process is not covered on the website in any user-friendly fashion.I was unable to get past the automated voice system loop until I found your strategy to keep answering "agent". The pick up was then relatively fast as well as transfer to an international agent(Ms.Walls) who was most helpful, cordial, and professional. The ability to reach the airline was terrible.

    PAF 1/6/10 2:11PM

  • I would like to express my appreciation for service above and beyond by United Airlines Service Director, Pablo Rubio at San Juan airport. On December 20, due to the snow, all flights to the noprtheast were delayed. My friends were connecting to Frankfurt from Washington Dulles. We were late out of San Jauan and they missed their first connection to Frankfurt. My Rubio was exceptionally gracious and competent in searcing options. He put them standby on the later flight that night and confirmed them for the next day. We were able to get them on the late flight on the 20th and they arrived home withing hours of their original schedule. Considering the chaos oat the airport, Mr. Rubio's sensitivity and responsiveness was a very gratifying experience. His kind of customer service mentality is a role model for United and should be recognized. My wife and I were on the same flight 70o from San Juan to Washington Dulles.

    Anonymous 12/29/09 5:45AM

  • My flight has been delayed three times now, and let me tell you -- I'm going to be all kinds of pissed off if I don't get home for Christmas. I'm out working in Des Moines, IA and my home is in CA, and this has taken days. However, to their credit, any time I've been on hold with them it's only been 5-10 minutes and they've gotten me re-booked.

    Anonymous 12/22/09 4:07AM

  • I was flying from Chicago to Roanoke VA when the blizzard hit. Roanoke shut down and we were diverted to DC Dulles. We were told by the gate agent that we could return to Chicago which some people did. I elected to stay in DC. The gate agent quickly left and there was no one to answer questions about rebooking which made sense sort of since it was likely that Dulles would shut down. On Sunday Dulles reopened. After standing in line for hours, I was told that I would need to reticket at my expense. I called the 800 star desk number (check negative comments for this) got a great agent (Gloria) who got me a flight out on UA's dime.

    Tina 12/20/09 12:55PM

  • Further to my comment half an hour ago, after two more attempts I got through and the United Airlines representative was most helpful in re-booking me by a different route so that I could avoid the snowstorm completely although it meant delaying my travel by a whole day.

    dgb 12/18/09 4:42PM

  • I had missed a flight connection in Chicago, Ohare and not been able to get on standby for two subsequent flights. I was told by one agent the last remaining flight was full and the next day's flights were full, but at the customer service desk a very helful agent, Linda Decarlo was able to get me on the last flight that night.

    Anonymous 10/16/09 3:21PM

  • 10-14-09
    My name is Jerry Rasberry---I flew United Airlines for my first time on 10-12-09--My flight #8010 orginated in St. Louis with a short flight to O'hara airport in Chicago---Then from Chicago, flight #7093, to Charleston S.C. (my final destination)---

    The plane from St. Louis to Chicago was a small commuter plane and although the leg room was a little short for my 6'4" frame the flight was good and the flight attendant (Nancy) was great---

    As I boarded the plane, flight #7093, from Chicago to Charleston I passed the exit aisle seats (row 12) I noticed no one was seated in them---So I asked the flight attendant (Xandria) that if those seats were empty after all passengers had boarded could I move to one of them----When all passengers had boarded Xandria came to me and with a big smile on her face and told me that I could sit in one of the exit aisle seats that she had in-fact noticed my being tall as I came down the aisle---

    Her pleasantness and consideration left me with nothing but good thoughts about my first but hopefully not my last flight on United Airlines---Please let Xandria and her supervisor know how considerate, impressive, personal and professional she was---

    Sincerely, Jerry Rasberry

    Anonymous 10/14/09 8:07AM

  • After reading the nightmare comments on here after I had bought my girlfriend a ticket without researching (SHHHH!) I was worried as all hell that I wasn't even going to be able to get the information I needed due to the English speaking deficiencies of someone in New Delhi or some other far off place. Not bad at all from my experience. Though the friendly man that answered the phone indeed had an accent that suggested Indian blood flowed through his veins, he was extremely courteous and helpful. I had a few questions that were answered quickly, and he even apologized for the computer taking "so long" which in reality was about 5 seconds. The only negative was that the wait time was estimated at 5 minutes, and turned out to be around 8 minutes. That can seem like forever when you are in need of critical information, so I can relate to being stressed out due to that. Other than that, I'm glad to be one of the people who has something positive to say about United Airline's customer service. Believe that I'll be back on here talkin sheeit if they mishandle milady's bags though!

    Lex Lang 10/9/09 12:24PM

  • Incredibly helpful. The agent I spoke to was professional and understanding. He resolved my issue quickly and made my day a whole lot better. Thank you!

    Anonymous 9/24/09 8:32AM

  • This is a great service. I got a customer agent using the number you provided and I'm completely satisfied.

    Anonymous 9/17/09 7:14AM

  • I disagee with the comments on customer service. I foolishly made a reservation online but made it for a week too early. I discovered the error within 12 hours and canceled the reservation. I spoke "Agent" into the phone and was connected to a real person with only a 5 minute wait in the middle of the day. He did not make me feel stupid and did his best to help me find a replacement reservation. (He may have been in Bombay, but he did nto have a stronge accent.)He ultimately helped me decide I'd get the best deal by going back online. I was happy with the way I was assisted to recover from a bad decision. Christy

    Anonymous 9/4/09 11:35AM

  • On July 15th I completed my roundtrip flight from OMA TO BKK. One box did not come on the final flight to OMA. Early in the morning of the 16th (around 4am) the phone rang and the gentleman apologized for awakening me, but wanted me to know my bag was on the porch of my home. THANK YOU to this very polite young man. A was so pleased to have such excellent follow-up service and I am sorry I don't have his name to be sure HE is recognized. If it is helpful my missing bag claim check was 693648

    Anonymous 8/9/09 9:59PM

  • Got straight through to an agent. Maybe 2 minutes. Very helpful. I inquired about aircraft amenities and entertainment available on my flight. Agent put me on hold for a short 3 to 5 minutes. Answered my questions.

    Anonymous 7/22/09 11:59AM

  • THANK YOU SO MUCH UNITED AIRLINES. I SENT MY SON TO A CONFERENCE OF THE NATIONAL ALLIANCE FOR THE MENTALLY ILL IN SAN FRANCISCO LAST WEEK. HE WAS TRAVELING BY HIMSELF WHICH IS QUITE A CHALLENGE , AS HE IS AUTISIC AND NEEDS ASSISTANCE. MY SON RECEIVED THE BEST TREATMENT I HAVE EVER SEEN AND HE HAS BEEN TRAVELING FOR SOME TIME. HE WAS GIVEN ASSISTANCE WITH EVERYTHING POSSIBLE FOR GETTING TO THE RIGHT GATES, FINDING TAXIS AND EVEN OFFERED A SPECIAL AREA IN DENVER TO RELAX TIL FLIGHT TIME.

    MY SON WILL CONTINUE TO ATTEND THESE CONVENTIONS AND I WILL ALWAYS FEEL AT EASE WHEN HE IS TRAVELING UNITED.

    THANKS AGAIN HAPPY MOM IN WISCONSIN

    Anonymous 7/12/09 9:03AM

  • i just got off the phone with a representative and she was very pleasing ....BUT i do not think was very knowledgeable i asked her about my 6mon old sons car seat and stroller would cost anything to check and she said NO so i will be very very upset and displeased if there is any hidden fees ....if any one knows write me an email at kanut91@hotmail.com please

    kanut91 7/10/09 9:01PM

  • I received the most extraordinary customer service this evening. My daughter ( a minor-traveling alone) got bumped from her Frontier flight. She was booked onto your airline where she was given incorrect flight info and missed her flight. She called me in tears as she had been traveling all day and had no return flight in sight. I was fortunate in reaching a man by the name of Happy in Cust Svc-he took my daughter from stand-by to getting her a seat. She won't be home until 3 or 4 am-about 10 hrs late-but at leat she has a seat! Thanks Happy. Because of you I'm one very grateful and happy customer.

    Anonymous 7/2/09 7:34PM

  • My daughter had a problem with seat assignments on a flight from Sidney to Los Angeles that apparently could not be resolved via the customer service office in the Philipines. One call to Noreen in Chicago fixed the entire problem. Thank you Noreen! You are a great representative for United Airlines and a very kind person. My "anxious flier" daughter is now seated next to her husband for this lengthy trip.

    debsimcoe 6/24/09 9:00AM

  • I am a 1K flyer with United and am obviously satisfied with the service but "delighted" or "surprised with service" happens when you exceed my expectations.
    On a recent flight from Hong Kong to Chicago (May 18th) a certain Ms Eva Wong #182619 provided outstanding and superlative caring and I feel she should be notified her efforts reached the "above expectations" level; you have a great employee in Ms Wong.
    Sincerely

    Anonymous 6/5/09 5:12PM

  • I would like to express my thanksfor the excellent service I received from Supervisor Xavier Rodrigues (SU20) Afteermany attempts to find a flight from SFO to Paris without sucess Mr Rodrigues made every effort and was able to find me a flight. His help was very much appreciated.

    Bernice Bradley 6/3/09 12:05PM

  • We recieved outstanding service under less than pleasant conditions(flight delayed) at the Greensboro airport. Our desk person was Carrie Pkoscilt (N069792). She was friendly, helpful, and seemed to enjoy her job which is a rare thing these days.

    M. Osmon 6/2/09 1:10PM

  • I had to change my flight quickly from a different city and a different day and untied was more than helpful. They helped me right away, was not no hold very wrong and they did exactly what i wanted and asked. Being a military family things come up last minute and united understood that and helped us out.

    PROUDARMYWIFE 5/13/09 1:07PM

  • I Would like to give praise to an agent in reservations on a job well done. I only know
    his first name but thought I would take a chance...I called on Thursday march 2,2009 at about 7:00 pm. His name was Punit. I hope you can locate his supervisor and pass this on.

    Anonymous 4/2/09 9:03PM

  • Flight 6548 from MKE to DEN on March 16th was one of the most pleasant flights I have experienced lately. The flight attendants were extremely pleasant, happy and evidently enjoy their jobs. I think you customer service has improved from the counter to the air. Thank you for a nice trip home.

    Kathleen Stapleton 3/23/09 9:26AM

  • I called this number to get a refund on an overcharge for baggage and was extremely well served, promptly and courteously.

    Anonymous 2/18/09 12:16PM

  • My name is Barry Jackson and I recently returned from the Phillipines without one of my pieces of luggage returning with me. Each customer service representative that I talked to was most helpful in a polite and courteous manner. My luggage has now arived and in my possesion. Thank you very much for locating and returning my luggage. Cathay Pacific Airlines misplaced it and United returned it. Awesome! Thanks

    Anonymous 1/22/09 10:37AM

  • I Would like to commend Gail Phillips, a flight attendant who went beyond the call of duty to be helpful to me on UAL 863 on November 27th. I was in business class where I enjoyed your new flat bed, but because there is no pocket where one can store a book while sleeping, I had placed my book beside me, and when I moved the seat-back to a seating position it fell behind the seat. The space is not easily accessible but Ms Phillips was determined to help me retrieve it and used all her acrobatic ability, climbing over the seat-back to rescue my book. I was most grateful. (And I'd like to suggest that a long pair of tongs stowed somewhere on board would be useful in future situations.) Lois Fern

    Lois Fern 12/30/08 2:26PM

  • I would like to say thanks to United.
    I have a friend who has a son stationed in
    Okinawa. On his recent flight back from Memphis he had a layover in Chicago, at which time the first class was not sold out. He a other troops were upgraded to first class.
    I do not fly much but the next time I do I
    will look at your flights first.
    Thanks again and have a good 2009
    Steve Voyles

    Anonymous 12/29/08 8:41AM



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