We took three flights with united
They were all the most uncomfortable journeys. I am only 5ft but could not touch the floor infront of me due to the lack of space from the seat infront of me
The food was bad .it seems though the seating has been made smaller to compensate for economy plus. We are well travelled. This was not a good experience

Due to frequent travel, I have historically used Delta Airlines. However, during COVID-19, Delta canceled services from my home airports, Montrose and Grand Junction in Colorado, leaving me with United Airlines as the primary option. Recently, I traveled from Montrose via Chicago with United, and encountered multiple issues. At check-in, the staff was unaware that travelers with a service dog (SD) are allowed a free bag for the dog’s supplies or crate. Consequently, I had to repack my SD bag at the counter. I combined two trips: one with a SD and another to pick up a new SD puppy prospect in California. I paid for the puppy as a pet in the cabin, while the task-trained SD traveled for free. Their system couldn’t distinguish between these two scenarios, preventing us from securing a bulkhead seat. Resolving this required over four phone calls (which took several hours) and a 1.5-hour check-in process. Fortunately after that time the check in agent was able to secure a bulkhead seat for at least one flight.

Upon arriving in Chicago, our connecting flight was delayed, potentially resulting in a 2 a.m. arrival at our destination, which was untenable due to my medical issues and the needs of my SD. Considering Chicago is United’s home base I was very disappointed that they had no customer service counter in the Gate areas to handle customers when flight are delayed or canceled. You had to entirely leave the security area to be able to rebook your flight or even to ask questions regarding the delayed flights. We had to stay overnight in Chicago, with the next available flight at 2:15 p.m. the following day. Hotel cost was not covered by the airline! Also the delayed was not weather related. Despite being at United's home base, we were not given priority after numerous delays in the next flight out the following morning either.

As we now sit on the plane, initially scheduled to depart at 2:15 p.m, the next day being in Chicago now for 24hrs, it is currently 2:46 p.m., and we have been informed of further delays due to crew unavailability and an airflow issue. Additionally, regulations prevent the AC from running at full capacity, making the plane uncomfortably hot. Yes, you can leave the Oma e but you have to take everything with you. For a person that has medical issues that affect the heart, it’s not just easy to walk off the plane. I didn’t see or heard anything that they would offer assistance to the guest that requires it. We sat about an hour in the plane before we were cleared for take off.

This is not my first negative experience with United. I have been previously bumped off flights because they could not accommodate my SD, despite pre-booking and confirming SD details, I had offered to mention the weight and size of my SD but the agent in the phone was not interested. United had me wait for a different plane during my layover, due to his size. He is a normal build GSD just 70lbs and would have easily fit. He did fit in the small city hopper but they felt he wouldn’t fit in the plane for the long flight which was actually bigger. United is known for delays but yet they don’t change their system to avoid them.

More recently United's automated system inquires if service dogs are certified, which is irrelevant as no such certification exists in the U.S., prompting concerns about misleading passengers.

United needs significant improvements in handling passengers with service dogs as well as their customer service!

A nearly 9 hour flight due to delays that landed on Dulles. United served ONE chocolate cookie, one drink and one cup of water.

Had to wait 4 hours to get the aircraft fixed. No voucers, no info.

On the continued flight to Newark, United served her customers nothing.

I was on a family vacation with my two adult children from New Jersey. Our vacation was over and we were flying back home on Saturday, August 3, 2024. Unfortunately, our flight home to Newark Liberty Airport from New Orleans was cancelled about two hours prior to scheduled departure. I wanted to cite to United Airlines employees who put extra effort in to making a nightmare experience into a tolerable one.

First, on Saturday afternoon, United Airlines Customer Service Representative Kelsey helped us out through the entire process of rebooking our flight for 6 am the next day, taking care of hotel accomodations, airport transfers, meal vouchers, and reassuring us throughout the process that we will be well taken care of. She guided us on how to get our checked luggage back and what we needed to do the next day.

On early Sunday morning around 3:30 AM, another United Airlines employee, named Kim helped my two children to get their bags retagged, as the kiosk would not print out updated luggage tags. Kim also helped all three of us to get Gate passes we needed, since our boarding pass said delayed flight and we were already checked in yesterday. She also rebooked my children's tickets to make sure that sat next to each other. This was something we did not even ask her to do.

Thanks to both Kelsey and Kim!

everybody was mean and rude
the lady at the check in, soon i got at the airport, especially in the planes, there it was a crapshow
one of the worst experiences of my life