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United Airlines

Customer Service Ratings and Comments

United Airlines is ranked #58 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 53.08 out of a possible 200. This score rates United Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

134 Negative Comments out of 166 Total Comments is 80.72%.

POSITIVE Comments

32 Positive Comments out of 166 Total Comments is 19.28%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • 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 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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