United has no sympathy for a death in a family. I was willing to cancel my ticket for $300 but they wouldn't let me keep my return flight! They were telling me I had to pay an additional $200 even though I was canceling my ticket, not changing. I spoke to 2 different people and they would not let me talk to a manager. This was my first experience with United Airlines and most certainly my last. Horrible customer service.

We paid for extra leg room on the flight to Shannon. It was nice, but the seats didn't recline because it was a exit row, so not sure it was worth it in the long run. Staff was pleasant and seemed to enjoy working together - better than crews on Delta, who have been a bit surly on recent flights. We left late at night and had dinner before the flight, so cannot comment on food. Flight arrived early in Shannon which was nice. Bags arrived too!
Flight home was delayed a couple hours due to fog, but we were kept updated by texts and announcements, which were informative. Friendly crew at Shannon too. They were able to get us two seats together, which was nice. Only suggestion I have is that the dessert served with lunch should be on the same tray as the lunch. It was ice cream on our flight, and was served after the lunch trays had been picked up - this meant that the flight crews were in the aisle twice as long, meaning everyone had to wait to get in line to use the bathroom. Movies were good. Would probably choose United over Delta - have had too many bad luggage experiences with Delta lately.

It's very depressing when United Airlines boast about their in-flight entertainment system where they let you use your own device. On a 4.5 flight, it's very annoying when you ask the flight attendant why isn't the system working and they don't have an answer. Believe me that 4.5-hour flight turns into 8.

I only fly United when there is no other option. The seats are narrow, the legroom is non-existent. Now they have just changed their policy so that economy passengers can't have a carry on.

On this particular flight, we were told that we couldn't take-off until someone deboarded, as we were over the weight limit... Literally, I kid you not, a 100 lb woman got off the flight. So, 100 lbs is the weight breaker? Hmmm? Then we rerouted to DC because we were low on fuel. From LV to Jersey? Hmm?
#notafan

Old plane with lots of wear and tear - Boeing 757 are great planes but completely remodeled they belong in the past. Personal entertainment had issues; food is not on par with other airlines flying similar routes (Lufthansa etc), drinks choice is not on par with other airlines as well, cheap beer, basic amenities like salt and pepper are not available with the drinks service and up to the willingness of the flight attendants. Seats are fine for domestic flights, but not comfortable for long haul flights.