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“Cancelled, Delayed and Lost”
Review of United Airlines


Reviewed 23 July 2019

My fiance and I had recently taken that left from Boston, Massachusetts to Newark, New Jersey and from there to POP airport in Puerto Plata, Dominican Republic. My fiance had signed up for instant text alerts so that we could make sure we were on top of all of our traveling situations. Unfortunately this system did not work for us at all. When we had arrived at the airport at 4:00 PM to begin check in and going through security we had been told that our flight was cancelled and to just wait in line until there was a solution for everyone. Our biggest surprise was the fact that we never received a notification saying that there were delays, cancellations, anything.

We then proceeded to wait in line for over 2 hours, as there were only two employees working behind the counters to alleviate any mishaps that had occurred. We had our new flight assignment and had went to check our bag, we figured for the inconvenience of that alone that our bag check could have been comped. We were informed that our bag would not be complimentary checked and paid the $30 as we waited for our connection flight to Newark. Had we missed this flight we would've missed a full day of our vacation.

Our new connecting flight was delayed an hour and upon boarding the plane we were informed that it would be delayed indefinitely while we waited for a group of unaccompanied minors to make it through customs. We had initially planned to arrive in Newark by 8:00pm where we had already booked a hotel and were looking forward to getting an early night sleep in order to catch our early morning flight. With the delays we did not make it to our hotel room until 1:00am.

It is beyond frustrating to pay for a hotel room after our initial flight, that should have all been within one day, was changed to having an overnight lay over in Newark, NJ. We only stayed in the hotel room for 5 hours, which in retrospect seems like quite the waste of money.

Fortunately, our flight from Newark to Puerto Plata departed on time. Upon arriving to POP we were informed that our checked bag was left in the Newark airport and it was uncertain as to when it would arrive, as only one flight is made from NJ to POP daily. This checked bag contained our vacation clothes, sunscreen, bottles of alcohol and other vacation specific purchased items. I wish we could say that we were surprised by this occurence, but considering our bag was checked from Logan Airport with a handwritten ticket due to system error, it is not to surprising that such a thing would occur.

After an additional 2 hours of our vacation was wasted, sitting and waiting for a solution to get our bag to us, we left the airport with our carry on and no further means to return to the airport the following day. Fortunately the employees at the POP airport were extremely helpful and were able to send our luggage directly to the hotel upon recieving it from Newark. With the majority of my fiance's clothing in our checked bag, we ended up having to purchase additional clothing, toiletries and suncare products to make do with until our luggage arrived.

We were extremely disappointed with our experience flying United. Between the cancellations, delays and forgotten luggage... our vacation began with an incredibly stressful start. Even prior to our departure, we spent hours on hold trying to contact someone from United for cancelling our intial flight and having to spend a night an Newark. When we had inquired about any possible hotel discounts, they informed us that it was the airports responsibility, not theirs.

After our experience, we will likely not fly United again or recommend it to others as a solid airline choice. Too many mishaps between the time we spent waiting to speak with customer service at the airport and via phone, luggage being left behind and a poor excuse for a text-opt in system for travel updates.

Date of travel: July 2019
    • Seat comfort
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    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank TSav603
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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10,868 - 10,872 of 55,289 reviews

Reviewed 23 July 2019 via mobile

I won’t be flying on United again. I’ve never had so many delays, lack of communication, disorganized baggage claim that took forever, no functional entertainment, nor charging ports. Definitely a bottom tier airline.

Date of travel: July 2019
    • Seat comfort
    • Customer service
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1  Thank whitephos
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 July 2019

This is the second time flight with United. It was quite relaxing....From Tul to Den, it was a bit tight since no business class available, but Den to Sea flight was comfortable. There were 2 flight attendants from Den to Sea and they were both really kind and attentive. Hot towel service is very nice. I am happy with United.

Date of travel: July 2019
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
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    • Check-in and boarding
1  Thank s m
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 July 2019

The flight was full. A six and a half hour flight and thank god there was an entertainment system, but no, the Audio Jack did not work - great... We were three travelling together, same booking, checked in together but still we were seated in separate areas of the plane, all of us in middle seats, sitting with complete strangers.
At least the staff was friendly, but is that enough? I would not fly with United again!

Date of travel: April 2019
    • Seat comfort
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1  Thank AJICE
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 July 2019

Great flights from Washington Dulles to Grand Cayman island thru Houston Bush Intl. on time, no issues & friendly crew. Can’t ask for more.

Date of travel: July 2019
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank AndreCard2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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