United Airlines

Horrible. Never again. Rude and unprofessional. Rolling her eyes. Come on. Probably was pmsing.

Very poor service. Flew a red eye from San Francisco and it took over an hour to get luggage from flight. No United employee seem to care. You do not get this kind of service from Delta.

I am writing to express my disappointment in the service I received during my flights from Atlanta to Albuquerque on June 19, 2015. I was on flight 1164 from Atlanta to Houston. This flight was delayed because the plane did not arrive on time.
I understand that delays happen all the time at airports, and I’m a very patient person; however, I was appalled at the way the situation was handled by the United staff. So much confusion and stress could have been avoided if these staff members had just provided CORRECT information.
First, the woman behind the counter at my gate in Atlanta told me not to worry because she GUARANTEED me a seat on the next flight out to Albuquerque once I arrived in Houston. This was a flight departing at 11:30am instead of my original flight at 9am. I sent my family my new GUARANTEED flight info as they needed to drive three hours to pick me up at the airport.
Luckily, as soon as I arrived in Houston, I went to the counter to get my seat assignment, and the woman behind the counter told me that my guaranteed seat did not exist. She told me the flight was booked and that unless someone canceled, I wouldn’t be able to get on the flight. Not only that, she also told me that I wouldn’t know if I was on that flight or the next flight at 6pm until just before boarding time! My family was already halfway to Albuquerque to pick me up!
I went back up to the counter to speak to another agent who told me that there was one person who definitely wouldn’t make the flight and that I was GUARANTEED to get THIS seat on this flight. She was going to print out the boarding pass for me, I just had to wait. I waited, thinking that the staff had the situation under control. My family was still on their way to the airport in Albuquerque.
Finally I got my boarding pass — a boarding pass for a different person on a flight to Omaha! I went back up to the counter, and spoke to yet another agent. He actually gave me the correct boarding pass, and explained that someone had given up their seat for me!!!
Thankfully this situation worked out in my favor, but the fact that I was told incorrect information by 3 separate United agents is completely unacceptable. I cringe at the thought of what might have happened if I had just listened to the first agent and thought everything would be taken care of! My family would have been waiting at the airport, and I would be completely unaware of the problem until boarding time. It is lucky that I continually got up and spoke to various agents, but if United cares about the comfort and happiness of their customers, they should really train their agents to provide quality service. I, for one, don’t want to relive this experience. I doubt I will use united again unless action is taken to provide better service!

Good, not great. Last flight was from DIA to Atlanta and back. I upgraded to Business Class for $ 25 on the way out and $ 39 on the way back. Lots of extra leg room — I am a bit taller at 6’3, so every little bit helps. The flight to Atlanta was uneventful. When I say uneventful, this is one of the best compliments I can pay an airline. The ticket was $ 594 + $ 25/​checked bag. The checked bag fee was each way, so $ 50 total.
The return flight concerned me. I know most or all airlines carry USPS goods, but they somehow overestimated the amount they were able to carry by 300 lbs. 300 damn lbs which caused a 45 minute delay. Now I hate the USPS and think they have no place in today’s market, so I am even more upset we have to pull back into the gate and offload this damn mail.
I purchased a chicken wrap for $ 9.95 both ways and it was good. I also had free movie on the way back. However, there is almost no personality to this airline. A bunch of robots is what I compare it to. I fly SWA whenever possible and they seem very relaxed.
United Airlines is adequate, nothing great, nothing horrible. Those types of business models almost always fail in the end.

Not only was the flight 2.5 hours late because of «maintenance», they also took forever to take off because of «cargo» and now that we have landed we have been seated on the runway for over 45 minutes waiting for a gate!!! Ridiculous!

Worst customer service ever! The company lost my luggage for a direct flight which was 1 hour and 16 minutes. They do not have a sense of compassion for the consumer. I’ve never experience poor customer service until now! I received my bag the following day and my original flight was an 8:45AM direct flight less than two hours!

I actually thought the flight from Atlanta to Portland was pretty good. The return flight involved a lot of running and tiredness, so that one was rated slightly lower than this one.
I will say I absolutely don’t regret the 6am flight time we booked for. First off, there was only one kid ON THE ENTIRE plane, and they were more like 8 or 9. Hallelujah! Secondly, it was a smaller flight, and a smaller plane, so there were only two seats (instead of the usual three) on each side. That meant there was considerably more room. There weren’t TVs or anything, but it was 6 in the freaking morning, so I wasn’t going to spend the next 3 hours watching something instead of sleeping. Our connecting flight from Houston to Portland wasn’t delayed, but it DID end up changing to a different terminal at the last minute. Luckily, our layover was an hour long, and we were able to run for the correct terminal half an hour before take-​off.
The entire experience was okay. At least it could have been worse, or involved longer layover time (like the return flight). So I’m thankful that it didn’t. And we got to bring on a free carry-​on bag, so that was nice.

Absolutely horrible. Thank you for nothing Lorreta. United and there employees have absolutely no brain or ability to reason. I arrived at 6:40 for a 7:05 flight. Now granted I was 5 minutes off from the recommended check in time of 30 minutes.
I started to use the self checkin machine and got half way though before it cut off. I approached an employee of united to get her to print my ticket and she said «use the machine». I processed by letting her know the machine would not let me print. She then said «Well you missed your flight and you will have to catch the next one». I still had 25 minutes until my flight and begged her to please print my ticket as I knew I still had time. She said she couldn’t, so I asked for the Manger.
After almost 10 minutes the manager came out and told me the same thing «I won’t print the ticket». She started to go on, letting me know how it’s my fault and I should not have been late. I obviously know it was my fault, I didn’t blame her for myself being late, all I wanted was for a ticket. This was at the Atlanta location. Worst airline experience second to spirt.

Even though there is self-​ticketing, your employee was late, and we could have used some help, but let’s start from the beginning where another employee simply «hung up» on our travel agent after pretending to try to fix the problem while ticketing. Why give us the run around?
We didn’t even get to know each other well. You moved all my flights to ANA, but that’s cool. I don’t feel we got off on the right foot though. My one tiny flight wasn’t all that bad. So I’ll give you that, but I can’t help but feel your service in the long run won’t be up to snuff. Maybe I’ll try United again but maybe I’ll just have no choice. It could always be worse.
Ultimately, hit or miss customer service via phone, semi-​okay at check-​ins, and so far not-​so-​bad on flight service — average. Chances are I’ll fly with UA again. You’re alright.

Flew with United from Seattle to Austin with layover in San Francisco. First leg was okay, things were unremarkable. They wanted to charge me for water and I thought I was on Spirit for a minute.
The flight from San Francisco to Austin was terrible. They crammed us all on a tiny Canadair jet for this very long flight in the middle of the night. Lights were out but sleep was impossible. It was like a kind of torture which made me feel like an extra from Schindler’s List, only on a plane. If I had some kind of strong narcotics or sleeping pills I might have taken above a recommended dose just to endure the flight.
I arrived alive at my destination and got my bags, so at least they get two stars for that.

First time travel on United. Will do 4 legs today. Flying on an EMB-​145. Arrived at airport. Did self check-​in with no seat assigned. Spoke to agent behind the self– serve to ask a simple question — she was not helpful at all and in fact rude. Got pre-​check — that was nice. Agent at gate was very helpful. Boarded the plane — much confusion on seats by passengers — attendant got it settled — strange row numbering system. Hoping for less of a mixed bag.

I fly United often enough but not that often through ATL, being that it’s Delta country there. Nonetheless, pretty good service and reliability.

***Arriving at Atlanta on United Airlines was not good – the gate I arrived at was a long walk (or long in-​airport train ride) to get to ground transportation/​baggage claim; departing Atlanta was easier; United gates are right next to the North terminal security checkpoint; several other airlines are in concourses that are much farther away from the security check; boarding was quick and efficient and we left early and arrived at our destination early as well***
I am not sure what the parking situation is at Atlanta’s airport, but I imagine parking here is expensive like other airports.

This was the worst flight experience in 40 years of flying! I was notified the night before that my flight from Atl to San Fran (through Chicago) was cancelled due to bad weather in Chicago. That’s understandable.
What’s not acceptable is the fact that United didn’t find ways to reroute their fleet to take care of not only my connection, but the many others flying to other destinations. When I asked to speak to a supervisor one person told me ‘I’m not working’ Well get off the floor then! Then another told me «they are in a meeting» and she «understands» with the worst fake empathy I’ve ever witnessed. I’ll NEVER fly this airline again and will actively campaign against anyone flying United. Between charging for seats because they are in an exit row, to not allowing at least one free checked bag, simply the worst!
If only Virgin flew to ATL…
Not even an offer for coffee or water. An awful experience! A 6 – 8 hour delay for one city having bad weather is ridiculous. Not allowing a customer to talk to a supervisor is worse.

Flight attendants were good on the flight from IAH-​ATL. Airport is not setup well so you have to walk a long ways to get to anything. Also, at 10:00pm, everything was closed. Couldn’t even find someplace to get something to drink.

Man, the checked luggage had to be on a different flight! Or all the baggage personnel were busy wrapping last minute gifts. We arrived in the T gates and walked over to baggage carousel 1 north terminal. After arriving and spending 5 minutes searching for a monitor to confirm this waa the right carousel, we were told #1 was broke, it would arrive on 3. Stood another 15 minutes at #3 and everyone shared a flustered look. #3 moved for several minutes but nothing came out. A few minutes later, #4 starts moving and other passengers noticed their bags were there.

Atlanta airport just sucks. No, it blows. So with it, its hard to say anything good about anything flying out of Atlanta. United here really sucks as far as having on time departures but you still receive nice employees. While this is nice, it doesn’t help you get to your destination to make a connection. Plus their clubs suck. You have one club but its in the D concourse. So most of the time while I’m stuck on the T concourse I don’t feel like going all of the way to D to get small samples. Atlanta needs to help… badly

United at Atlanta needs some help. While they do have a Club, it’s in the D concourse and that’s where the «old» Continental flights go to Houston and Newark. In the T concourse, there is no United Club and these flights go to the old «United» hubs in Chicago and Washington Dulles. It’s been how long since these two airlines merged, and they still operate separately?
Last Friday, my Washington flight went off without a hitch but I watched the airline cancel two of three afternoon flights to Chicago. There were some really unhappy people who were left behind because the one remaining flight couldn’t accommodate all of the stand by passengers. And because it was weather related (even though it was nice in Atlanta), they wouldn’t endorse people over to American or another carrier to get them to Chicago. Very unhappy people.
The gates in T are crowded and there are very few power outlets available. While this is less a «United Airlines» problem and more a «Alanta airport» problem, it still needs to be corrected.

With the recent United and Continental merger, most of United Airlines has started to fail, miserably. Their declining customer service, their long wait holds on the phone (even for Elites), their mediocre food for purchase options, and their rude customer service agents at their main hubs (namely SFO & EWR). Alas, when I was rerouted to Atlanta due to an unfortunate late flight coming in (and therefore missing my connecting flight), I had the pleasure of laying over in Atlanta. Many of the angry customers on my SFO-​EWR flight were rerouted, upset, tired, and hungry, and were offered meal vouchers in EWR. Since United had rebooked my friend and I on a flight to ATL that would leave soon after we landed in EWR, we were not offered any sort of «we’re sorry» tokens of goodwill.
So when my friend and I got off the plane in Atlanta, I spoke with the gate agent there who was super helpful and sweet. I asked her if we could be offered meal vouchers due to the delay and rerouting, and she obliged and offered my friend and I meal vouchers – two of them per person — for lunch and dinner. She even offered suggestions on where to eat too. She was a really sweet lady, and this is the customer service that I miss from the old, pre-​merger United.
While my overall United flight experience that night/​day was ruined from the delays in SFO, this gate agent definitely made my travel experience a little bit better. Thank you to that wonderful gate agent! :)

I pretty much fly UA exclusively… so they take good care of me.
UA here at Hartsfield is easy to get to and thru.
T Terminal only.
No riding of the «Plane Train».