United Airlines App Reviews

Consistent inconveniences, declining service. You’re using weather as an excuse to delay flights so you don’t have to pay for customers inconveniences or expenses. Checked the weather and there are no storms or lightening anywhere near the airport. Husband’s flight was redirected, delayed flight next day and missed connecting flight last week, this week my flight is delayed, missed connecting flight and I have to pay for hotel because I don’t get reimbursed because of “weather”. Even Houston locals are asking “what weather” when told my flight was delayed for that reason. Maybe you should ask airports in Florida how they handle storms so you can implement their protocols in Houston or you’re going to lose lots of 1K and other customers because you’re service is starting to look like American Airlines. I went to pick up my bags because I had rebooked my flight and the ladies said the ramp was closed and I had been lied to- so I was not getting my bags tonight- after 2 other employees had told me where to pick it up… let’s just say- This trip is a nightmare and United is leaving a really, really bad taste in my mouth. If this type of service continues, you will lose our business.

Worst app I've ever used. First a warning, after total frustration with the App, after many calls to United, someone thought to ask me my OS. Turns out the app United kept shunting me to when I tried to access UA on line was not designed for iOS. I wrote a complaint and later did find a differentiation meant to direct one to the correct app. Tried unsuccessfully to use it again today. I don't know if it has backslid and sent me to the wrong app again, but again it was determined not to recognized my info. Then it asks questions to determine if it's me, saying I won't have to enter this info again. But every single time in fact I have had to go through this same ritual. When I enter a confirmation # to find a flight, it says that the # cannot be found. Again, repeatedly. I got to the flight info I needed via the United Plus heading but couldn't find a way to change the flight. Then I couldn't find a ? to ask how to find a way cancel a flight. Finally I had to telephone, and they easily found the flight from the confirmation #. My conclusion is that the App doesn't have access to some of the United data it needs in order to accomplish what it should be able to do.

MKC. I was prompted yesterday to go on another flight with no change fee. It wasn’t obvious that the flight options were for the *following* day. I selected, realized I made a mistake, and called right away to correct. I was then on hold more than a half hour, and two agents and an hour later I received no help. All after a day when i traveled to be at a funeral. Today, when I went to check in, the message was clearer that you were looking for people to change flights. I have been a customer and mileage plus customer for decades. Also a credit card holder. I am extremely disappointed in the service and considering canceling my card, and United as airline of choice. It’s clear United dramatically overbooked flights the entire weekend, which is irresponsible from my perspective. While I was on the phone with agents last night, I could hear other agents fighting with customers like me in the background. Please try to be better to customers in the future. Thank you

Bad experiences and arrogant ground crew. Our flight was full in carry-on and check-in bags, the ground crew told us we have to be separated with our luggages and otherwise we have to wait until there’s an empty seat in other flights. It was ridiculous that the ground crew were so arrogant about people’s complaints. They might have important staff such that they have to take the suitcase with them, for example, some cloth they’d need to change for a conference or ceremony and the customers did nothing wrong. It was United who wrongly estimated the number of bags and United need to take the responsibility. However, they were super arrogant without any apologies and made us feel like it’s our fault and we should just take it. I think this is quite ridiculous. After landing, it was even worse that the agent who managed luggages doesn’t know what’s going on and made a total mess. Finally, it took 3 days to have my luggage back which could’ve been a disaster if I have anything urgent. Sadly, I don’t think they’ll change anything since they’re kinda on monopoly. But at least for you to have better experience, please avoid United if you have other choices : )

AMAZING Customer Service - George Guerrero. I was notified on August 7, 2022 that my Tampa flight to Newark, NJ was canceled due to severe weather and thunderstorms. The email was received only a few hours before the flight so I quickly searched for another option and chose an earlier flight for that day at 2:55pm. I get to the gate and was on standby along with 25 other frustrated travelers, especially when we couldn’t get on that flight either since this plane filled quickly. George Guerrero, a United employee, assisted the crowd by answering their questions in a calm and positive manner despite different negative attitudes. When my turn came, Mr. Guerrero, empathized that my original flight got canceled and the second one on standby did not work out. I was impressed by his professionalism, knowledge of the system in quickly providing me options and letting me know that he would monitor the next flight for a seat since it was already full. He also gave me advice for a local hotel stay, picking up my luggage and downloading the United app. Within a couple of hours, Mr. Guerrero confirmed a seat on flight for me and I was able to track everything on the app. Mr. Guerrero went above and beyond in deescalating other travelers. His charismatic personality is quite refreshing whereas we expect a robotic experience behind the counter. This gentleman helped me with ease, efficiency and a smile on his face. He is an asset to the company and an exemplary employee!

So disappointed!!!!. I have been flying United overseas & across the U.S. for my Active Duty service and for personal, leisure travel and I have never been so disappointed with booking & travel services. Purchasing a ticket on Cheap-O-Air does not mean I am taken advantage of… No carry-on baggage when I am flying on military orders is absolutely unacceptable. When I am told I must check my government device…absolutely a breach of trust with the airline. I have never…I mean never been so demeaned and humiliated! I even had to try multiple times to add my Frequent Flyer number prior to the system recognizing and associating my number with this trip…do I not get credit for the travel either? Getting a supposed group-purchased ticket rate should not negate travel mile credit!!! After all the ticket was not FREE!!!! Fleecing of America…you want my business, but you don’t respect me as a customer! That is why we hesitate on being loyal to business’s…there is no appreciation & only a desire to increase the bottom line at the cost of the customer. UNACCEPTABLE!

Disappointing 1st flight in years!. I haven’t flown in 15 years, so I decided to take United after hearing good things about them. My experience was less than enjoyable. After deplaning in Houston and being unfamiliar with airport, I discovered my my next flight was leaving from a gate clear across the airport, so rushing through to arrive at my gate on time, I discovered the plane was delayed for over an hour due to bad weather in NJ. Then, they call us to board only to find out that there was a problem and we would be delayed another 15 minutes, not a huge deal. However, these delays continued for another 2 1/2 hours! We were given ridiculous excuses, one after the other, without a sincere apology or the truth. Perhaps the airline thought we should all understand and comply without a genuine explanation or compensation. They did allow us to watch a movie for free, but still charged for alcohol. When you have friends or family waiting for you at your final destination and it turns out to be 3:00 am, I think the responsibility lies with United to be sure everything is taken care of before asking passengers to board.

The Best. I love flying United Airlines. Their onboard service is excellent, their coffee is so good, and the app they’ve designed works the best of any airline and sets the standards for others to follow. It makes checking in so easy. I love they have a map that shows where you are in the airport and how to get to your next gate, and all of that is possible through intentional technological design that works seamlessly, due to conscientious testing, debugging, and thoughtful programming. In addition, they were the first major airline to implement a recycling program, and have set lofty goals for alternative fuels. And the company is innovative as well, creating their own training program called Aviate, and are recruiting women and people of color to the training school. Their safety record is excellent and they do such a great job training their pilots and flight attendants to give the customer is the safest flight possible. United is the best and I’m grateful I get to fly them.❤️❤️❤️

Horrible Experience. If I could rate 0 stars I would. I sat in the smallest airport in Watertown, SD. My flight kept getting delayed by small increments because of a "windshield wiper" mechanical issue. After they said the wiper was fixed they stated a small amount of paper work needed to be filled out and that we would be in the air within 45 minutes; this was almost 2 hours after arrival at the airport. The next 4 hours there was no communication from the gate agents, flight crew, and the UA app still stated that our flight was on time! After 6 hours at the airport, the staff finally came out and said our flight was cancelled. It then took another 45 minutes just to rebook us on a new flight going out the next morning all the while listening to the gate crew complain that they have had such a long and stressful day. Also, while rebooking WE had to ask to be compensated for a meal for the night.... to me, that is the least that UA should be doing for us!

Rain, Wind and Canceled Flights. We set out for our trip to Florida for my brother’s wedding on Thursday, April 7th, for a 3:07 flight from Newark to Ft. Myers. We boarded hours late, un-boarded, boarded again, taxied out and sat there for hours while other planes came and went. We were told by our pilot that our plane could not handle or navigate the “cross winds” that had picked up at our airport. We are not surprised. The plane was like a sardine can with wings without even a plug for your devices. $500/person to fly 2.40 hours on a plane that can’t take off in wind. We taxied back in, unboarded and were dumped back in the airport without ONE uniformed United representative at the gate. The ground crew booked it out of there, heads’ down, and we were all left to figure things out for ourselves, which did not go well for anyone. Families stranded with children falling apart after, at least for our flight, ten hours of being in that airport. It is one thing to have cancelations due to weather. It is another to be so unprepared that you leave your customers without guidance, comfort or help. It was one of the worst customer service experiences we have ever encountered in any and all the traveling we have done over the years. It shakes our faith in United and in the airline industry as a whole. Going forward, we will be much less likely to book trips that require air travel. Oh, and we missed the wedding since we are still here in NJ waiting for a flight three days later.

Worthless widget. I need a widget like delta that is helpful. I don’t need a countdown. No way to add myself to the standby list in the app…. come on, add that. Let me add just my boarding pass to wallet not all of them. This app is so confusing. Change flight doesn’t work. If I’m on the flight I want to change let me change it. Don’t take me to a webpage. Have the app be an app. STOP TELLING ME ABOUT SNACKS. It asks to put a credit card on file every time. I already have one on file. This app is NOT well thought through. Hire someone who does UX. 2FA annoyance. Click change seat -> takes you to trip page -> click change seat again -> takes you to multiple flight legs -> click change seat again. Guys, UX isn’t hard. This is simple stuff. The live activity shows the countdown to my boarding time but not my boarding gate… seems like a major oversight. Let me customize my notifications. Please let me turn off the preorder food worthless notification. Why do certain parts of the app take me to a webpage and go through the entire login process AGAIN. I’m already logged in. Just put everything in the app. Don’t make me find my password YET AGAIN. Make the app, the app.

Disorganized, confusing and not convenient. This app is not only not user-friendly but it’s counterintuitive. Why do we have to search all over the app just to check in for our flight why do we have to type in our last name when we’re already signed into the app and why do we have to search everywhere to pull up our boarding pass, why do we have to click link after link in order to access the flight information - no one appreciates you rearranging everything every couple of months. This app is one of the worst flight apps I am a frequent flyer and this is by far the worst of all airline apps. How would you like it if somebody snuck into your room and rearranged everything and then you can’t find anything- well that’s exactly how it is every time I open this app and you’ve updated it. You still haven’t found an easy solution - there’s only three things we need from this app one, east check-in and easy access to a boarding pass. Two, easy access to the boarding times and to see flight information, standby information etc. And three, the information on where to go for our gate. Currently, the boarding pass doesn’t even have the gate information and there’s too many links and too many options. it’s unclear, unorganized and confusing. Whoever you hired to create this app was obviously an amateur.

Carry-on bags Vs. Personal items. My ticket itinerary was not clear as to whether I was permitted to bring a "carry-on" (A small suitcase on wheels, that would fit in the overhead compartment.) Plus bring my "personal item", (my purse). I looked it up on your website, and it was no help either. Your vet age is very confusing! If I am not flying "First Class", and I sm not a United Airlines Credit Card Reward Member, am I flying "Economy" or "Basic Economy"? Is there a difference between the two? I had packed my small suitcase on telescopic wheels for my trip. But when I received my check-in notification the morning of my trip, it made it sound like I was NOT permitted to bring a carry-on item PLUS a personal item (my purse) or I would be forced to check my suitcase at the gate, pay the checked baggage fee PLUS a $25 fee. So I frantically unpacked my clothing from my larger size suitcase into a smaller one that would fit under the seat in front of me, with my purse inside, and all of my medications. I want you to know how inconvenient this was for me, not to mention that I only had room for three days of clothes, for my 14 day trip! When I arrived at my gate, I asked the gate agent to please clarify whether I was allowed a "carry-on" PLUS a "personal item". He said: "Oh, you're good with both." So I COULD have brought I enough clothes for my trip, and not have had to wash my clothes every three days of my 14 day trip! UGH!!!

Checking In on the app was not as easy and clear as other airlines. The check in process makes you reconfirm your passport and credit card even if you just updated your profile so it defeats the purpose on verifying it ahead of time. Seats in economy are chosen for you at check in but this was chosen at the time I purchase the ticket, which again - defeats the purpose at check in. The biggest issue I had was claiming a bag (check in a bag for my International travel) but it would not let me proceed until I agreed to the bag and a charge for a bag at the gate. I just agreed to dropping off a bag but i have to agree in order to proceed for you to charge my card in case that you decide any additional items need to be checked in such as a carry on or an oversize bag that exceeds the requirements. My issue is that I am not carrying either but I have to agree to it in order to continue my check in. I see why you would do it to make sure you get your money but you are enforcing something I may not agree to. This has been just a mediocre experience and feel from the time I purchased the ticket. Thank you

Poor customer service. I’m a regular flyer with United. Yesterday I made a change to my ticket to get on a flight that left two hours earlier and all of the rest of my travels hinged on that. I was shown a screen that showed the cost of the flight change plus choosing an upgraded seat location. Total cost just under $170. Entered my credit card number an screen showed my ticket as UPDATED. When I went to check in today it showed the later flight time. When I called, I was told that the payment haven’t been received on their end and they would not on that upgrade price today it was $100 more expensive. I had to be on that flight so I had to pay almost $260 to fly two hours earlier and $100 more than it was going to cost me yesterday. The agent and supervisor said they were unable to give me yesterday‘s price. In addition to that the agent told me that she had assigned me seat 31C as I told her that it is very difficult for me to climb over people because my arthritis is so extensive. When I went online to check in to this earlier flight, I was not given an aisle seat. I was given a middle seat!!!!! all around. I am just extremely disappointed with United.

App so Good I started flying United again. I love this app. It’s like Fedex plus Amtrak. Thank you United for making a quality product that actually helps me. I don’t ordinarily even leave reviews, but I fly a lot and I truly appreciate that this app makes flying more convenient. Dear people who made this thank you for adding all of those seamless features. And thank you for the in airport texts and updates too. Thanks to your app, instead of having a hair-pulling experience due to holiday traffic surrounding the airport, I was able to rebook my flight from the uber, eat a leisurely enjoyable dinner in the airport while charging my phone and taking a conference call, purchase a couple of magazines, and stroll happily to the correct gate with a confident awareness of the flight status. I had important things in my checked bags, so when I arrived I didn’t stress when the bags took a while to come out at baggage claim because I checked the app and knew they had arrived and were on their way to me. In conclusion, I love you.

In flight entertainment. Overall a good app from a developer’s perspective. There are a few improvements to make with in flight wifi entertainment. 1. Navigating to the in flight entertainment was tricky. The menu option is tucked away under “more options” and the instructions do not point the user there. My guess is it was supposed to auto detect that you are connected to a united wifi access point and show you in flight options on the dashboard and that didn't work. If that’s not an existing feature, it may be a good feature to add (rather easy to implement). 2. I wasn't able to continue watching the movie I started a few hours ago on my first flight. Ford v Ferrari disappeared. However, i noticed it does take me back to where I left off during the same flight (but sort of flakey and may need additional testing there). 3 Lastly, i kept being disconnected from the access point every few minutes. This is most likely the cause of the router and not the app.

Cancelations without notice. Between yesterday and today there have been two canceled flights neither of which were we provided notification even after installing your app. This forced us to stay at a hotel due to cancellations which costed us an additional $500 with no offer any vouchers or assistance to accommodate this inconvenience. Also the hotel we were forced to stay in was not near the caliber hotel we had booked in Michigan. My husband has a bad back and we had a jacuzzi and breakfast at our previously booked hotel. The hotel we had to stay in didn’t offer half the amenities that we had already paid for. Additionally the hotel that we had previously purchased a two day stay at we were unable to attend due to the cancellation. It is my hope that you would accommodate our hotel stay here and in Michigan for last night at least for this inconvenience and expense due to the fact that there was zero notification. Additionally we have made two separate trips to the airport to only find out that our flight was canceled once again with zero notice. Please call me asap to discuss how we can remedy this awful situation. Sincerely, Jennifer Johnston

Incoherent. Having already checked in on line I assumed the untied app would have that information but it did not. Then had to start “check-in” process on app to be recognized. That process then required I have the confirmation # ready available which has to be found in a previous email or paper document. Also, the mileage plus number in NEVER listed, save the last three digits. WHY! Working between the online platform and United app simply lacks any cohesion or friendly interface. While online “super security” is appreciated on the large scale, it, and other factors makes all of United’s user platforms feel clunky and unwelcoming. Final example: when checking in online it was nearly impossible to add Milage Plus numbers to get credit for this flight. My wife, Theresa Klein, had to go through a paper file we keep with travel records just to locate her MP # and mine could not be located so miles will be lost unless I take the time to sort through more papers or d emails to eventually find the number for Peter Klein...SO FRUSTRATING.

Flight segment left off trip. I called a united agent to book a trip for my fiancé and I to Scottsdale with a return trip from Las Vegas. When checking in today our Scottsdale segment only had one traveler booked, leaving my fiancé without a seat and with only 3 of the four segments we booked and in our folio. With no options and no help from my premiere desk representative who told me “sorry, we are human and make mistakes but there is nothing I can do to help you” I was forced to use 53,300 miles to book a first class seat for a flight that when I booked cost $120 for a ticket that was never processed by United with a travel reward I was using from a covid canceled trip. This is unacceptable and a failure on the part of United customer service to complete my proper booking and leave me in an untenable situation and force me to spend 5x the value of my original ticket to book a first class seat. I am demanding my reward points be put back in my account since this was agent, not customer error.

Some UX changes would be nice. There are many features I love about the app (baggage tracker, the new time feature). I think a few improvements are necessary. On my last trip, my first flight was delayed. When I checked in for my next flight, it told me my flight was delayed but it wasn’t. That was from the previous flight. It kept asking me if I wanted to book a new flight. This is the 2nd time this has happened. Luckily, I checked and it was clear my flight was delayed. I imagine for a less seasoned traveler this could cause a bigger challenge. When you want to change your flight, it is not intuitive within the app once you checked in to do it. There is no option on the flight status page. You have to go back to trips, click on the three dots and then change your flight that way. Then it takes you to a page with a bunch of other options not related to changing your flight and you have to click on change flight again. This is bad user journey. Do you have product analytics? If not you should check out Amplitude to support your product development process.

Warning about refundable tickets. This app, like the website, is horribly misleading regarding refundable tickets. If you book a flight originating internationally, they will offer you an “Economy (fully refundable)” fare that usually costs about 10-20% more than “Economy”. Well I booked the refundable option because I knew my plans were tentative, but when I went to cancel all they would give me is a flight credit. Well after an hour long chat with a United agent who assured me after looking at my flight that if I canceled and filled out their refund form I would get the fare price returned to my credit card, 2 days later I get an email saying it was denied because the flight originated internationally and those fares are not refundable. So why exactly did I pay extra for a “fully refundable” ticket if the fare is not actually refundable? The stupidity of the policy aside, if that is their policy “fully refundable” should not be offered as a fare option for internationally originating tickets. This is nothing short of theft, selling you a product they know they do not offer. I’ve seen a lot of bad business practices but this is one of the most egregious. I will not be flying United ever again.

United Airlines Racist Person Behind the Counter. I was on a return flight from the Salt Lake City airport and the person behind the counter kept yelling at me to return to the kiosk even though I was trying to change my flight. The woman behind the counter then preceded to talk quiet nicely to the people behind me and just ignored me. I reported the incident and then two weeks later got a call from United. They told me they would look into the situation and I never heard from them again. I am actually very upset about this situation and I am upset that nothing was done. I have been a loyal customer of United for over 15 years and I have noticed that United has a standard practice of canceling flights and placing people in later flights which are massively over booked and placing me in an uncomfortable seat even though I paid before hand for an upgraded seat already from the previous flight. If I want a comparable seat I have to still pay the difference. When I should get any upgrade credited for my inconvenience. This is unacceptable too me. The point I am making is United has gone down hill and I don’t see why people accept this.

Back from Covid and the road back to Global begins yet again. Despite the poor treatment by two folks on separate flights to see my daughter yesterday to celebrate my 52nd birthday with her (she’s attending college in California and I reside in the east coast/NYC area l) it’s nice to see that United is doing a better job providing for less human engagement for efficient travel booking. As a continuing loyal United traveler now that I’m back from a lot of no traveling during Covid - I was prior to Covid a Global Services Member for many years with 1K status now - I don’t let one travel experience decide my opinion on such an important loyalty program for someone like myself. United listens and it’s clear that your loyalty program with its nuances and need for better automation clearly to me has arrived. I was missing the Global Service staff but have found the app this time flying (been slowly back with January ringing the bell back to Global I’m sure in the foreseeable future) I am happy to be flying with United…again. Loyal flyer

App Devs - Hope you read. I dislike leaving a “review” when I really need to submit a product complaint, but United leaves me no other obvious choice to submit feedback about the app. Overall, it’s a great app. But now that you must put in your card information into the app in order to make purchases on board, there’s a problem. I am NOT going to verify my card every time I check in for a flight. That’s just stupid. I do it once, and that should be it. I take at least two flights a week on United. So at least twice a week I’m being asked to verify a card that I verified less than 4 days ago. You may say that “we need to verify the card is still in your possession” or some other reason. Sorry. But that’s your problem. If you require us to use the app instead of presenting a card, then there are certain risks you accept. Sure. Some guy that flys once a year? Make him verify the card. Your Platinums? Stop hassling us. It’s easier for me to skip on board purchases than to have to go through a verification every time I check in. Especially since I have to click all the extra boxes now because some people are too stupid to know to not fly if they have Covid and that they have to wear a mask. I hate the dumbing down of America to its lowest common denominator. So ease up on the card verification or go back to taking cards in flight.

Terrible flight personnel. Asked to sit in emergency row and they asked to look at my ticket. After seeing my boarding pass they looked at my seating which was all the way in the back and one older lady insisted that I paid the least amount god my ticket and said it costs more to fit in the emergency seating because there is more leg room. As I let her know I may have paid less but it was only because I booked my flight much earlier $200 is not a cheap flight and I paid $700 for a flight for my son at the same time while only flying from Florida to Va 2 hour flight. To that I say she needs to find a new field that doesn't include customer service. She was down right rude and I am wondering as an after thought if it wasn't due to my darker skin color. (I am Hispanic and have been sun kissed due to my vacation for 30 days) The entire emergency seating row was empty with only one passenger seated on the left side of the aircraft. Everyone was already boarded. WILL NOT FLY WITH UNITED AGAIN! SHAME ON YOU! The female who was sitting in in emergency row was about 90 pounds soaking wet... I bet everyone on the flight felt real safe having to depend on someone of that stature sitting in the seat to help everyone.

YOU WILL EVERY LITTLE THING PAY. My family will NEVER be doing this again!! So yes I fly to economy. Yes a lot of airlines charge for a checked bag, but NOT for a CARRY ON! They won’t even let you download your boarding pass to your phone unless you have paid for a carry-on or checked bag because all they allow you to bring a purse. Who travels with just a purse??? unless you’re going and coming home the same day which is highly unlikely if you’re flying over a five hour period. I had to play a feed to make sure I didn’t have a middle seat going there or coming home and could not pay them in one fee and then had to pay $40 in two separate transactions equaling $80 to check a bag. If I wanted to carry on my bag, it would be $99. so my flight ended up being about $200 more than the price listed. if I knew this was the case I would’ve paid an extra hundred dollars to fly with an airline who takes care of all their passengers and I am simply able to download to my phone a boarding pass, let alone not have to pay for a carry-on. so I had to give them my credit card number not once not twice but the six different times and this was over the phone. needless to say, I will not be going through this headache again the agent I spoke with name was ICE she of course, said she understood all this and agreed on most of it.

Direct flight to London. My experience on the flight from Denver to London nonstop was outstanding. I flew business class and the flight crew was on top of it very kind helping and really seem to enjoy working with people. The food was delicious always warm and when ever I wanted something they were always there my first experience in sleep cabin and just being able to lie down or on my side 2 to 3 hours The most I’ve ever to sleep on a plane highly recommended to anybody that’s looking to fly sea fireworks I can see in the window over here. The Irish tacky Colorado Colorado should say interesting place. It’s a lot better. This is a nutcase here. Just people are in a rush people rude just don’t care about you. Don’t see us. I can see why is that that stuff over here is justvery disappointed to be honest with you but the surrounding areas you know pretty cool. This is pretty nice here. I’m glad I found this place. I don’t care if it’s run down it’s got character food, food, food, ribeye that they do a business class or first class

Good App - Terrible Company. What goodness does an app add if the “state of the art” Entertainment technology is useless when the plane WiFi does not work? Many upset customers, Bose and iPhones ready, asked the attendants if this was common. “It happens all the time”. Coast-to-Coast without Entertainment. What good is it to be able to “manage” your miles when United uses de PQM miles scam to credit miles (got less than 30% of my true miles credited, it will take me years to build enough miles to get a domestic free ticket)? But it won’t happen because I avoid United with passion and even cancelled their credit card. What’s the point? My problem with United is United, not the app. United has forgotten its customer focus and to reward loyalty. Forget even the flying experience, just take a European carrier and compare. United apps would be really useful if they were built on a platform of customer service, clearly what United is not about anymore. So I avoid United at all costs, gone to better carriers with more inferior apps.

The contactless payment flow is broken. I downloaded the app before a flight to Hawaii and added my card info. It mentioned in hemisphere that there were extra steps to take but nothing i tried to do matched the instructions given. By the time the flight took off there was a short period of time to try and navigate through the app to get my payment info “verified or replaced” before we would be over the ocean without any internet. At some point i reached out to their support chat but that didn’t seem to have a path to get the issue resolved. If you’re logged into the app before you lose connection then you can still navigate to some of the features but if you log off, you’re not getting back on until you’ve got a connection, and the flight attendants can’t accept google or Apple Pay, which could have made this so much easier. I understand it’s a way to get people to download the app if that’s the only way that they can purchase snacks but the flow needs work

Total joke to checking in online. I always checkin 24 hours before departure on any flight. I purchased my ticket knowing I did not need to bring a carryon bag or check in anything. I do this because I like to go straight through security and have my boarding pass with me on my phone, and when I land head straight to my shuttle without waiting for baggage and head straight to work. However, trying to check in with United they say because I didn’t have a carryon or checked bag I need to see a ticket agent for my boarding pass! The whole point of basic economy was to not bringing anything to check in. So this forced me to purchase a carryon. So I do, and pay the extra $30, (which was the only charge the representative over the phone informed me of) and I will walk my carryon to the gate with me as I do with all other airlines. But, United says they will still force me to pay an extra $25 gate handling fee on top of the $30 to have them carry it from gate as I board to the plane. What is the definition of a carryon if I don’t carry it on and off myself!? Now I have to wait at baggage claim at my destination to get my carryon?! Ridiculous! Huge joke and will try my best to never fly United! Just another reason to fly a different airline. Thanks but no thanks! United I stand with all my family and friends to never fly United airlines with this experience.

Awkward app on multiple fronts. It does get certain jobs done (check-in, give travel info etc.) — but there is lots of room for improvements. For instance, each time you want to go back to your reservation information, you have to re-type your confirmation number and last name, even within the same session, which is really awkward. When I scanned my passport, the app uploads it but then it complained that my name was incorrect — which was not true, but it did not get my middle name. There is no way to correct or add that. You can only cancel the process. So, the whole check-in process is cancelled because of this flaw. After I had checked in (without passport, which is possible) using the app said the boarding passes will be emailed. But they weren’t. I only got an email notification that my check-in had failed. So, what’s the point? Why not just say that in the app? Finally, today (Nov 3, 2021) the app tells me I cannot use the Travel-ready feature because my app needs to be updated first. This was RIGHT AFTER I had updated it. Helllooo??

Convenient. Could use some improvements to search function. The app is super convenient to have especially if you fly united frequently. You can view your miles, check in, save your TSA & cc info etc. BUT there are some things that could/should be improved to the search function that would help with usability. 1- you can’t seem to filter options & sort at the same time. For some reason it’s one or the other which is inconvenient. Being able to do both helps narrow down options to speed up the search process. 2- there isn’t an option to sort by price. When searching on other sites/apps like Expedia, you’re able to sort by price (low to high) in order to help make your decision if cost is an issue. I’d appreciate this addition as well. This is all assuming the search feature is working. It’s often very finicky in that when you try to sort or filter, it’s says it cannot find options that match your preference despite that not being true. For example, I’ll attempt to limit to nonstop flights but it’ll say none available despite the very 1st option on the unfiltered list being a nonstop flight. This happens quite often with different filter options & can be very frustrating to the point I’ll sometimes go to the web page or Expedia app just to do my initial search.

My experience w United. I flew in from EWR to GDL and the my one suitcase WAS NOT PUT ON THE PLANE from Houston to GDL. I was told that I am to wait for my luggage and that it would arrive sometime the next day. When I tried to phone United and gain information where is my suitcase and when it will arrive, I was transferred to a company in India and the horrible experience continued. Hours of waiting to speak to a person, lies over lies and promises to attend to my issue that were not meant to be kept. At that point I lost my trust and asked to leave the suitcase in the airport and I will pick it up by myself. I was promised that my suitcase will wait for me in the airport. The next day I drive an hour to the airport to find out that my luggage is on the United truck and the driver is in front of my rented accommodation, with no one to receive my suitcase. The company in India promised I will be able to get my suitcase in the airport and they lied again. At this point me and my suitcase were in limbo. I am a long time United/Continental customer and I was VERY DISAPPOINTED with the way this was handled. It costed me TWO days of my precious vacation. Rivka Soloway

Poor experience on my recent flight- Expected better service for Premium Golda. Had booked a round trip from EWR to Delhi. While the flight to Delhi was smooth, the return flight (August 11) was delayed by over 18 hours. After haggling with a United representative on the phone for over 45mins I was told that I could only be given a flight back option from Mumbai if I made my own arrangements to fly to Mumbai. I needed to get back to Newark by Sunday and did not have many options, I was finally given an option to fly via Munich with about a 4-5hours layover in Munich. While I my original booking was on ‘Premium Economy’ my booking on Lufthansa was done on a regular coach class and was given a middle seat to travel overnight. At Munich I went to the Miles and More lounge and presented my United Club pass (knowing that they are part of Star Alliance), however, they said that the United Club pass is not acceptable at their lounges. So I had to sit around the Munich airport for the next 4-5hours. Overall, was a painful experience and I expected better service for a Premium Gold member.

Experience. I purchase a flight in March 2022. I was suppose to leave this morning on a 9:44am flight to Santiago Dominican Republic with my family. I live in NC so there isn’t a direct flight from where I live. I had a family emergency in New Jersey which force me to call united and asked if there was anything they can do to change my layoff from Charlotte to Newark and bring me to Newark on Tuesday. I was very clear I was traveling with my family on Thursday morning and that for no reasons they should make any changes to my Newark to Santiago Dominican Republic trip. However they chose to cancel my flight for this morning and offer me 10 different other options of different flights that will cost me anything between $700 to $2500 more let’s not mention I had already pay $310 to make the changes to my Charlotte to Newark part of my trip. I spoke to 10plus different agents and management and not one of them fix there mistake. I been in customer service management for 20 plus years and have never experience such poor customer service. Little to say the first trip got cancelled 5 mins after I received it which force me to pack , get another ticket n be at airport within 4 hrs. By the way I’ll be leaving sometime tonight and getting to my six month plan family trip in the middle of the night. Thank you United.

Rebooking my canceled flight. In April I booked a round-trip non-refundable flight from Rochester, NY to Chicago, IL, but I had to cancel it because my husband had to have emergency surgery. I tried to rebook my flight online, but that didn't work out very well. I called the customer service number and was on hold for at least 20 minutes until I was finally able to speak with a customer service agent. Her name is Sid and she is in South Africa. Sid is the most delightful person that you could ever meet. We had an awesome conversation with much laughter. We probably spoke for at least 20 minutes about everything from the shape of the world to her story about her dog which was very sad. I had plenty of my own stories as well. She was extremely helpful and got my trip rebooked with no problem. She is a great asset to United Airlines and the world. A wonderful, sweet, caring lady. She was professional yet human and my experience couldn't have been more delightful. Thank you, Sid!🤗❤️

Big changes to flight without warning…. I have always enjoyed United when we have used this airline, but this time was very disappointing. Only 1 day before our trip, we had looked to see what size baggage we were allowed and came to find out—not only were we leaving and coming at different times—but our layovers had changed from around 1 hour to 5 HOURS— both ways—with our plane changes in a DIFFERENT CITY! The disrespectful part? WE WERE NEVER NOTIFIED BY THE AIRLINE. When we agreed to purchase these tickets with no refund—4 months before—paying close attention to the times & layovers, & committing to our purchase, we expected United to honor their end of the deal or, at the very least, let us know! These changes greatly affected our travel plans because we were visiting our elderly parents on the farm who needed to travel several hours to pick us up from the airport and take us back. Fortunately, my husband called & after several hours of being on hold, getting disconnected & so forth, the United representative helped us fix some of the bigger issues. And—I am grateful for that— but due to the unexpected changes & never being notified, I can only give United 3 stars this time around.

Horrible customer service. Our flight was cancelled out of Newark 8 hours before our flight for weather that isn’t even here. We were rebooked on a late flight THE NEXT DAY. I called customer service to check other rebooking options. Was on hold for 45 minutes. There were a few earlier flights out of Philadelphia I wanted to inquire about. One had 2 first class tickets available but the the customer service rep I spoke to said we’d have to pay the difference in price fair. United should honor the tickets because it was united that cancelled the flight prematurely. So ok they won’t do that, that’s fine but I wanted to explore the other flight options but after the women said they wouldn’t allow the first class ticket upgrade , she literally said “your rebooked on flight x, good bye” and hung up. Not allowing me to explore the other flight options. Literally just hung up on me. Usually customer service reps say, is there anything else I can help your with, or would you like to explore other flight options. But nope just hung up. Absolutely unacceptable united. I’ll be exploring other frequent flyer airlines as united has proven to be unreliable and the customer service is terrible.

abysmal customer service - do not fly. I have been a United Mileage Plus member for 6 years and flown almost exclusively United. Huge mistake. Due to a technical issue on a United Aircraft on Oct 6, 2019, I was stranded over night away from home. I spent two + hours on the phone with “customer care” and the best offer I received was that United Airlines the would “change the waive fee” for a flight the next day. No hotel, no offer to put me on a different airline, no compensation for Uber to and from the airport or meals. Nothing. Truly abysmal way to treat a long-time (now former) customer. Especially when I saw (on the same trip! on the way to my destination) a man get offered $500 in compensation to take the next flight out. At his convenience. When I was very much inconvenienced, at United’s pleasure, I was offered nothing, even upon request. My girlfriend was stranded the same day in another city on American Airlines and she was offered a hotel voucher, Uber voucher, and a meal. She didn’t even have to ask. FLY ANY OTHER AIRLINE!

Maybe it’s me..... I find this site extremely difficult to manage from my cell phone. Even when I’m able to sit and take my time, I cannot find the information I need. Sometimes I’ll try to check other flight options and I end up losing my original option. Trying to find an updated standby list while you’re in a hurry? forget it. Yesterday, my flight was canceled and the App did not update to show this for almost 2 hours after the cancellation. Today, I went to the gate listed on the app (as a hopeful standby passenger), when I got there the screen said “gate change, ask associate for details”. There were no “associates” to be found. The app still showed original gate. Finally found a monitor which showed new gate. It was .9 mile walk to new gate (literally, not exaggerating). Once at new gate, I asked where I can find the standby list (because I cannot find it on the app) They laughed at my unrealistic optimism and told me to check the app. So I used the archaic app to look for additional flight options. When I did this, I apparently removed my name from the existing standby list.... if I ever get home, I will make it a point to delete this app and go back to waiting 30 minutes to speak with a representative on the phone. The app is almost as bad as the airline, itself.

Terrible (i.e. Lack of) Customer Service. My international flight left gate early. After taxiing, plane came back to the gate about 30 minutes later due mechanical problems. Flight got canceled 30 further minutes later because crew hours would exceed allowed limit. The only assistance we received was a phone number to call to rebook. Luggage did come, but 2 and 1/2 hours after we deplaned. United did not have a customer service person on site to assist with this extraordinary delay. The customer service phone number was difficult to navigate but did get someone to rebook. Unfortunately, the rebooked flight leaves 20 hours after our original flight was supposed to leave. Again, since there was no customer service rep on site, we had to ask the phone rep about food and a hotel. We were told that we would have to find a hotel on our own in a foreign city we were not familiar with. All the hotels we called were all booked and the taxi dispatcher could not do any better. So here I am sitting at the airport with my family without having slept for 26 hours and my rebooked flight isn’t for 15 more hours and no United service rep on-site to help.

Frustrating experience. Had a bad experience last night at Aspen Airport. Flight was delayed because of an incoming aircraft delay. Notification was horrible, leading many people to go to the airport and wait for four hours. Fortunately I have a residence nearby and was able to go back to my house and wait there. There was, of course the expense of the Uber. Then got back to the airport around 945 pm and everything seemed good -we loaded on the plane and pulled away from the gate and then had to cancel because of lack of deicing equipment. I was automatically rebooked to this morning. That flight time changed suddenly a little after 7 am and then when I went on your app to rebook, it offered the option of choosing standby without losing your original confirmation. I went to do that, but was unable to do anything other than confirm a different flight. I did that, despite that not being my preference, and then was not assigned to a seat. When I went to choose seats, the first class seats which I had paid for in my previous flight were not available. No big deal. But when I went to choose an exit row seat, it wanted to charge me $69 more despite the fact that I had originally had a first class booking. I spoke to an agent via the text option and she was unable to help me! What’s the point of having a customer service agent if they can’t provide service to the customer? overall, United has some big issues and needs to understand that there has to be a focus on the customer.

Great when it works!. When this app works, it is great. It doesn’t always work. As a user of two+ years since switching to United, I have never been able to get a flight status. The app asks me to pick an airline, but the app’s drop down list is empty. Therefore, I can never pick and airline to remove the error message and I can never view a flight status. Yay for Flight Aware. I am also unable to buy a fare lock. The app gets “stuck” asking me to verify travelers and not allowing me to purchase. No error messages. Simply an agonizing and repetitive circle of pushing the “verify traveler” button. Finally, in flight entertainment is a random adventure. Sometimes I can connect and get movies. Sometimes I cannot. People around me are fine (same phones, different phones/tablets). I ensure VPN is off, reboot a few times, turn on/off internet, dance on one foot with a foil hat. Sometimes, such behavior fixes the issue! Sometimes, it doesn’t. I wish I had better data/science for this feedback. United is dedicated to the app with limited, useful customer service. Please help make the app work better. Thank you.

Decent, but changing flights super glitchy. Looking for my locator number, checking in, cancelling flights, and managing in-flight purchases is about all this app is good for. While that’s not nothing, hence the three-star review, the true nitty-gritty of booking comes to bear when changing an already booked (or more daunting still) already checked in flight. The potential for an iPhone app to streamline this process is enormous, and the United app as it currently functions (August 2023) fails abysmally on this measure. It fails to connect to the server, or hangs kid-process when changing flights. Also, the password entry requirement to sign into mileage plus every time the app is opened makes referring to my email account or using a web browser a more efficient option. The point of an iOS app is to make ALL functions so streamlined that more traditional and cumbersome platforms (web browser, email search, notes in iPhone, , switching between all the above and others) become unnecessary. This app isn’t there yet. United developers, please take a hard look at these issues, as the app has the potential to be FANTASTIC.

An awesome time saver!. Access to my ‘ticket’ and flight information is so quickly is awesome! Wow, I remember having to go down to a ticket office(30 min) and spend an hour having someone else tell what they thought my flight options were (60min) and then having to print a ticket and keep up with it(never) and then strategically place the ticket where I can present it to 4 different people so I can make it through the airport including checking in for flight (60min+) then security, gate agent, and flight attendant all while stopping to check the board for which gate (15min) and any updates and heaven forbid I have a connecting flight and another flight coupon! Only complaint is I seem to have to closedown the app to get it to update added reservations - even if I made the reservation with the app. But maybe that is because I have gotten so used to having the information right away! It actually seems like the app, through notifications, gets the updated flight information quicker than the gate agents and flight crews! Makes me feel like a seasoned traveler - Well Done! Keep those updates coming.

United Ticket agents. Horrible! My daughter lost her wedding bracelet on the plane to baggage. the United agents would not help her or us! Time matters. We had the Houston police department in the airport get my daughter back to the arrival gate 2 1/2 hours later. If the United agents would have help we possibly could have found her wedding bracelet. Again, time was of the essence, before the next flight left! United agents, didn’t care, sent us on goose chase. Go to lost and found, go talk to TSA! I finally went to the in-house police department who did United’s job. We will never forget the way she and I was handle. Karma happens. What goes around comes around. The 3 agents stood out side the front of check chatting with each other and not having any care or compassion. I saw them as they left their shifts 2 1/2 later so sad with United! Customer service stinks! All you carried about was chatting and getting off work. I would like to thank the TSA agent and the Houston Police chief for having compassion and care. United I will never forget this!! Premier K1 customer as well

Clunky. The problem with the United app is that it is not seamless for all the different things that happen in travel. An example is that I was just checking in my flight and it does not recognize that I have free baggage status plus a ticket that has free baggage. So when I checked in, I could not check in the baggage without paying a fee. Who wants to go through all that? Also, when somebody else buys you a ticket it’s haphazard to get that ticket into the United app. Another issue is the in-flight entertainment. I would say it’s hit and miss on working, but it’s way more missed than hit. It seems like a different reason every time it doesn’t work from no reason at all to the Wi-Fi is down to “I don’t know what’s happening”. And don’t get me started about flight delays, sometimes the app is timely, sometimes it’s on the airport schedule board first, sometimes announcements come out of nowhere that are on neither the board or in the app. If you’re going to have an app, integrate it with the status updates of your flights. Seems like one of the requirements you would have when you decided to put an app together.

Connecting flight information. Our flight from Toronto was delayed. Upon landing in Chicago, I received a notification saying my connecting flight to Columbus had already departed. The information was “confirmed” by the gate agent. After waiting two hours for our “retrieved” luggage, we were informed our luggage was in Columbus. Apparently, our connecting flight was also delayed and our luggage was transferred to it, but yet, the information sent by United’s system was that the flight had departed by the time we landed in Chicago. I understand weather is not United’s fault, but how the communication was handled, and the accuracy of the communication in your system (including this app) is totally on you. The app is very user-friendly, none of that matters if the information in it is inaccurate, to say the least. Chicago is a great city I called home for 17 years, experiences like this one makes you want to stay away from connecting at O’hare. That means avoiding traveling with your company

Review. I’ve been using the app since about September. Worked great. Like everything about it. The last 2-3 weeks it seems to not work correctly. I had flights canceled then rescheduled and seem not to be able to use the app. When the flight is done it should get off the app. No need to see my flight from yesterday. I’m now trying to check in and it shows my flights from yesterday and today, even the canceled one. It needs to clear out. I have shut the app down cleared it from history. Sign in and same thing. How am I supposed to check on flights this way. I then tried to put in my reservation number and name and have to tap the screen several times and wait. I know it’s not my phone because if I tap “search” once it tells me I have to put a reservation number and name. Duh! I’m trying but it won’t let me unless I tap my screen 20-50 times. Then I have to go through the same tapping for my name. Very frustrating. This needs to be fixed asap. I gave it a 4 star because when it’s working I really don’t have any complaints. I like it better than American Airlines app.

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Bag purchases. Tried purchasing bags 3 days before flight. Priced at $30 USD App would not let me complete purchase gave an error message. I wasted so much time over a couple of days re-trying with no success. Now less than 24 hours before flight I can purchase bags but they are now $35 USD. Disappointing that the app wouldn’t let me purchase several days ago and I have to pay an extra $25 for the provide of a poor customer experience.

Review. All smooth going, no problems

Bad Customer Service. United Airlines have cancelled two of flights and I have not been notified about either of them. I found out they were canceled as I arrived at the airports.

Must use to support your easy travel. Great app that gives all the information you need to travel safe & sound with minimal fuss.

Excellent App. Rather best one. So easy to use and understand.

Dumb way to buy food in flight. The app is clunky and makes buying an $11 sandwich the most annoying process over

Slow and Xenophobic. Had to enter info multiple times, did not like the fact I have overseas payment method. I’m American but live/work on Australia. Doesn’t seem to realize foreign travel goes back as far as Christopher Columbus.

angelo pasquale. really easy to use., and I am not the most savvy on line

Amazing. Complete check-in without the crowd and queue.

I rated this application 4.5 stars because it stopped working and I didn’t use it very often. I rate this app 4.5 stars because it stopped working at times because their connection and I didn’t use it very often

App brings customer service forward. This app was incredible when I recently had a flight cancelled half way through my trip due to weather. I got a notification from the app, asked for an alternative, accepted what was offered and had boarding passes before anyone else from the gate had found a customer service counter. You’ve aced it United. What a great tool across the board and it will make you just a better airline.

Easy to navigate. Very easy to navigate

Getting boarding pass. Difficult to get boarding pass

Issues. Unable to pay for seat upgrade in the app because my billing address is not in the US! Ehmm....This is an international airline isn’t it?

Make your passport scanning work. Here’s an idea: don’t make customers’ ability to check in for their flights dependent on a passport-scanning software that doesn’t work at all. A high school student using OpenCV could write software that does this. Sincerely, a computer vision scientist who would like the last 20 minutes of her life back.

United is second to none. Thank you for the best, most reliable and affordable service. To this day the best airline that I’ve flown with.

Mr Bruce Henry. Fantastic service and very helpful and friendly staff and food is excellent

Me Bruno Gargano. Extremely pleased with customer service support and assistance by Kay at United. Kay changed our flights with ease and at no additional cost to us. Thankyou very much Kay and United Airlines !

Best airline app. I never leave app reviews but this app deserves one. Works great. Intuitive. All the info.

Checked bag scam. Trying to use flight credits for domestic checked bags soon found there’s a bait and switch scam at play. Thanks United, Our international flight to Peru from Australia via United early this year was the worse on our many years of flying and this domestic baggage scam just adds to our reason to avoid United in future travels.

Fly with peace of mind. We have travelled on many flights over the past month and none have been anywhere near as accommodating and helpful as the staff of United - we had a terrible experience with Sky airlines where they changed flight times so we purchased another ticket to ensure we did t miss our international flight with United and they mistakenly checked us into the later flight and would not change it which resulted in us missing out United flight - we contacted United fearing we were stuck in Peru and within minutes they had us in the next flight out and only wanted to help us. We will always choose United from now on for that peace of mind. Thanks United

UA international flight. We were very disappointed with the service provided in economy plus. Service was quite abrupt and rather rude. We were not told that a meal was about to be served and bought some food in flight. Economy plus is not worth the extra fare.

Easy checkin. United make it really easy to check in with the app on the mobile. Well done United👍

Jayne Hrdlicka. Excellent app United. Love the real time bag tracking feature. And check-in is a breeze!

Only accepts US cards. This slow laggy app is appallingly bad. I couldn’t add bags during purchase (why?!?) so I had to add checked in bags at check in time, while I’m already travelling on my previous flight. The app doesn’t accept card outside the USA (or Guam or Puerto Rico) and Apple Pay doesn’t work. Frustrating experience to say the least!

Nightmare to use for Australians. I can’t use Apple Pay as an Australian and there are consistent glitches when trying to pay by card

Can’t check-in. It keeps asking me to enter my last name but I already have! (Hint: it might have something to do with the fact that it has a space in the middle. The website accepted it, tho)

Crappy app. Worse airline. Completely impossible if you aren’t in America. And no way to actually get a real person to chat with.

Their app needs work.. Seemed like the interface was good.... not hard to figure out... but let us scan all but 2 out of our 7 member party... so we have to go to airport anyway and check in... what’s the point

Your baggage process is garbage (trash). I think you are about to rip me off, this looks like a commercial mugging! I somehow or other have booked an economy ticket, when I choose my bags per person for checked baggage I choose 1 each, then as I progress though I interpret your web pages to say I need to check my normal overhead bag as my ticket does not allow any normal carry on. When I go back to adjust my checked bag it will not update. So now it seems I am trapped in your money grab scam, what is going on?

Great but.... I paid for baggage successfully but there is no option to say my card is from Australia or any other country aside from US Puerto Rico and Guam I think.

Better than delta. So much better than other airlines

BAD APP AND BAD FLIGHT. Don’t fly with United Airlines! Their service is not a) easy to access and b) friendly or useful. Crew and flight attendants are hit and miss with friendliness. When booking flights, United didn’t seem like a bad option but now, having flown a 16 hour flight with United, I would not recommend them in any way. The service on short flights was no different from that of longer flights, and one of my flights from San Fransisco to Honolulu was delayed for over 2 hours (some of which can’t be helped, but still interfered with our later plans). This airline is not one that I would recommend!!1 ( 0/10 from me )

worst airline app I’ve used. Literally every step of checking in using this app had an issue with it, whether it was just failing to register or not accepting details from outside the US. Ridiculous if yo have travellers from all over the world, but don’t list any other countries or regions as possible addresses. Consider overhauling this entire user experience.

Mobile check in is easy. Great travel document verification process

Pacific crossings always great.. New planes, super friendly flight attendants, meals actually really good and nice seats with modern flight entertainment. Also efficient departure times. Miles earned don’t expire. My airline of choice between Sydney and San Francisco :)

Lost luggage. Unfortunately united lost my luggage containing all my ski clothes so was without it for a day... it did turn up next day but very much an inconvenience on a ski holiday.

My flight to Palm Springs from Sydney. I’m so happy with JESS DEAN excellent customers service who understand I lost passport and Jess Dean help me to change ticket waive fees My travel insurance won’t help me. So united air help me more than travel insurance JESS DEAN IS 5 stars customers service I’m starting falling in love with united air xx xx xx xx 5 stars!!!!!!!!!!!

Bad app and bad service as well. I couldn’t purchase extra baggage through the app and a had a huge problem purchasing it through the Customer Service chat!

Best Airline app. Much better than any other I have used.

Well designed and stress free. As an employee of an airline that likes to call itself world class, I can honestly say that United’s app is just amazing. Incredibly useful and a huge range of options for non-rev and regular passengers alike. I feel United have set a gold standard with their IT passenger facing systems.

Great service. Great service but marred by loss of checked in bag. Hope to recover it at airport this morning. Thank you.

Excellent all the way. No complaints at all with United. Excellent all the way 🔥🔥

PCR testing for international travellers. United’s arrangement with Safeway and CVS is fantastic. We were looking at PCR tests at US$350 each!!! It’s worth travelling United to the USA just for this arrangement!!

App does not accept overseas credit card. Stupid app… will not accept foreign credit cards for baggage charge—even though we started trip in Australia and paid original ticket with foreign credit card… wake up United, not everyone lives/banks in USA

I’m a fan. The United app is one of the most efficient up to date real time flight apps a available. It is so user friendly and allows to to check on all flight related statuses such as luggage, delays, gate changes etc Love love love Kim from Australia

Credit card for luggage. Really? - I have to add credit card for carry-on luggage in case I bring an over sized personal item? You need to treat people like adults, not children…

Your app is rubbish. I have input vaccination, Covid test and destination details multiple time as your app drops the information. Also my perfectly valid Aussie mobile number is apparently unacceptable.

Unable to enter non-us credit card for in flight purchases. Could not enter non us credit card for in flight purchase. Glitch sometimes with non us phone number

Impressed. We’re based outside usa and travel frequently. We have been very impressed with the United service both pre flight and in flight. Seems United has really lifted their game in recent years. Friendly staff and great service. Keep up the great work.

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Canada has provinces !!!!. Your app doesn’t allow a c/c billing address in Canada .

Canadians can’t add credit card info. I have been trying to add my credit card United Airlines for the past two days and because my credit card is registered in Canada, I was not able to do so therefore, my husband and I are sitting apart for five hours simply because the app does not work properly

App totally sucks. Can't get an electronic boarding pass

Credit Card. I am from Canada and when you try to pay for anything on the website it only accepts USA, Guam or Puerto Rico cards..... rather silly for an international airline. Somewhat surprising.

Never works. Does not show my boarding pass ever.

Credit card support. I could add my credit card because Canadian province are not supported on mobile app

Credit card. You ask for a credit card.. but when you ask for my address you don’t accept Canada as a chosen country so therefore would not accept a Canadian credit card

Checkin. I’m frustrated because when I want to check a bag I cannot pay for it because my billing address is in Canada and it will not accept my province

Not helpful. I have a Canadian VISA credit card, but your stupid app only has the countries "United States", "Puerto Rico", and "Guam" listed as options. It canceled my transaction to pay for my bags twice before I said screw it. Not impressed.

User friendly. Easy to navigate and to check in

Glitchy. App is hot garbage if you are trying to check in and Canadian

Thanks. Our trip with United was amazing!! The staff were super kind! Thank you for making our trip lovely. We’ll defusing your praises! Amber & John Eikelenboom

Why warn about the carry-on baggage policy. My flights are booked on standard economy. Why warn me about basic economy carry-on policy.

That was easy!. Great app! Quick and easy check-in. Thank you.

Trouble seeing documents. Travel documents appear as ‘null’ and so I have to keep scanning them to proceed for check-in.

Credit Card. When trying to add credit card information the app does not allow to add Canada or Canadian provinces or postal codes

Worst app I’ve used. Compared to other major airlines such as Lufthansa, Air Canada and other star alliance members, united has the worst UI for their app. My boarding pass did not show up on the app even though I had a checked in, if you change a seat your boarding pass does not update right away (probably doesn’t update at all), it’s very slow and glitchy. I would not rely on the app for a digital boarding pass, it’s unreliable.

No boarding pass available. After checking in, I see my trip and a number of options, but my boarding pass is nowhere to be found, with no explanation of why. The only reason I downloaded the app is to get my boarding pass into my wallet.

Not Canadian friendly. Add Canadian provinces and postal code options in your drop down menu us so we can add our credit card info and check in easier.

Not user friendly. This is the least user friendly app I have ever used. Why is the boarding pass hidden behind 5 different clicks? Long times are terrible. Glitches constantly. Terrible app.

The travel information doesn’t integrated. I paid for the flight on the United site The first fail -United site doesn’t allow you to pay for flights and additional luggage in the same iteration you need to do two separate frictions and receipts The second fail- when you check in in United App the app knows nothing about the additional luggage you purchased before on the site. The third fail- in the App you have no options to add the prepaid luggage manually (e.g. by receipt number or invoice) So you can only pay second time for the luggage you did paid already OR confirm that you do not have additional luggage, that means app allows you to choose between “bad” or “worse” options, That is simply “amazing” UX.

Stop flying to Canada. If we can’t complete check in using app because we can’t enter province or postal code, don’t come here. I now have to arrive earlier than usual to check in. First and last time flying with UA.

US destination. I had to enter my US destination, not only on my travel information but then again when checking in. Why would that information not carry over automatically.

Passport scanning. Passport scanning feature did not work

Check In & Wheel Chair Assist. Using the United Airlines App was a breeze! Calling for assistance - Customer Service was great ! Wheelchair Assist line are so helpful

Credit Cards only American. Cannot select province for Canadian CC

Worst app out of all airlines. Doesn’t scan passport Cannot addd to wallet Clunky Time consuming Horrible

Almost perfect. Canada isn’t an option for saving credit card info. It doesn’t automatically pull my frequent number into my flight for check in. And I couldn’t figure out how to do that myself. I’ll guess just add it when I’m at the airport.

Clunky…. Tried to purchase a checked bag and the app will not allow a change of country…frustrating. I could do this from Canada on the app, but not in the US.

Why this app sucks. Every time I tried to add the required info like my credit card for which it would not accept a province, it would loose the info of the seat selected and the scanned password. Even though i asked to save the passport info by sliding the bar. This app is horrible. It took almost 1 hour to check in. And dont have associated links if that also causes the client to loose all information.

Boarding pass. Why is it so hard to get the boarding pass !!!

Credit card input issues. I am Canadian checking in with united and at all points when requested to input province and postal code in address/ credit card info… the app would not allow me to do so. There were no Canadian options available and it frustrated the process. Please add the CDN provinces and allow for postal codes. Thank you.

I’m canadian. Don’t seem to have province and postal code

Canadian citizen. Challenging to check in using this app for a Canadian

Doesn’t work. The United site said I have to use this app for check in, after downloading it and spending 2 hours uploading my families passports multiple times it finally seemed to work. Then I received the boarding passes by email, which all say ‘You do not have a boarding pass’. Now I’m concerned that we’ll lose our seats. Such an extremely frustrating start to a vacation. I hate United.

Checking my luggage. I am a Canadian flying out and paying for my bag , it would not let me pay with my Canadian credit card with my Canadian address, this is very inconvenient, and frustrating.

Provinces in Canada not accessible. When trying to enter my CC details the system didn't recognize the Canadian province. Had to proceed to check in without being able to pay for my bags. Simple issue makes the site useless to me.

Excellent Service. We have had a very good experience with United. The staff were exceptionally friendly and helpful. Online check in easy to navigate.

Ms. I could not add a Canadian province and Canadian postal code on the credit card address for purchasing beverages

Bag check and payment. I couldn’t check bags with the app because the app wouldn’t accept my Canadian address

Payment methods impossible if not US resident. It is impossible to pay if your adress is not in the US. The billing adress section asks for state or Province, but there are no provinces in the list.

E check in , not a US citizen so how do e check in?. Ok I’m Not a US citizen , and I do not reside in the USA . So I tried to e check in flying from Europe through the USA to Canada my final destination without any stopovers . Hers the issue , one one particular page it asked about my US address , I do not have one . It will not take a non US address. So one cannot Echeck in when flying from outside the USA. How? why ? Do only US citizens use united ? Doesn’t make sense.

Don’t forget Canada. When trying to pay very difficult to put in Canadian province and billing address

No Canada listed or postal code. Tried to enter my province and postal code under the province and postal code section for the credit card bill to section but it doesn’t have any provinces listed, and when you click on postal code, it just has numbers to enter your ZIP Code….. ?????

Boarding pass. Download to apple wallet button does not work Not user friendly to find boarding pass Unclear if you have checked bags after paying

No Canadian option. When I go to purchase a bag the options do not include Canada - despite saying State/Province.

Frustrated Canadian. It is extremely frustrating that as a canadian I am not able to upgrade my seats in the app without a U.S. billing address.

Please add Canadian credit card option please. This app still does not support Canadian credit card payment. How many flights are flying between US and Canada each day? There are many frequent flyers needing this feature. This is the most feedback topic. Please do something.

Check in. The app is good but why again during check in asks for all information again while ai was submitted it all days before In addition its so cheap to still ask for seats fees during check in time

cannot add credit card with Canada Province and postal code. the website page where you can add a credit card does not allow a Canadian address, province and postal code fields do not allow this data to be entered

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UAL again. We’ve never had a successful connection thru SFO. Today: same story. We had 45 min to make our connection at SFO; at the gate, we’re told (first time) that our connecting flight is delayed by 2 hrs 15 min. Half hour later, delay is bumped again for 30 min; half hour later, another 30 min delay. The ‘later’ flight to our destination now leaves well before we do; we can’t get on this earlier flight. The gate agent tells us he can’t change our tickets; the ticket agent on the phone wants to know why we didn’t change our tickets with the gate agent. According to all parties, the original problem was ‘software’; every time we’ve been delayed, they use ‘software’ as universal scapegoat. I have to assume that ‘we’ don’t have an airplane at all. (It takes 3 hours to download software?) We have no reason to be satisfied with United.

Difficult. For a very brief review: Our flight was delayed then cancelled when the incoming plane was diverted due to weather. United policy does not allow passengers to retrieve their bags without “special permission” which meant 4-7 hour wait after request. To find this out and ‘request’ our bags we (me, wife, 2 and 6 year old) had to stand in customer service line for 2 hours (no exaggeration). Could not get a flight until 2 days later. 2 days without bags when you have 2 small children is very difficult to say the least. Furthermore the “track your bag” option never updated and thus we had to wait on hold for bag service representative for 30 minutes to track. I feel if a flight is cancelled there HAS to be a viable option to retrieve your bags (that are AT the airport) while you make new travel arrangements. This now is glaringly evident when traveling with children that need (bottles, medications, etc). We did, as recommended, keep some of these necessities in our personal bags but we booked economy thus no larger overhead bags were allowed. We certainly didn’t entertain the prospect of 2 days without bags for such a simple direct 2 hr flight.

MKC. I was prompted yesterday to go on another flight with no change fee. It wasn’t obvious that the flight options were for the *following* day. I selected, realized I made a mistake, and called right away to correct. I was then on hold more than a half hour, and two agents and an hour later I received no help. All after a day when i traveled to be at a funeral. Today, when I went to check in, the message was clearer that you were looking for people to change flights. I have been a customer and mileage plus customer for decades. Also a credit card holder. I am extremely disappointed in the service and considering canceling my card, and United as airline of choice. It’s clear United dramatically overbooked flights the entire weekend, which is irresponsible from my perspective. While I was on the phone with agents last night, I could hear other agents fighting with customers like me in the background. Please try to be better to customers in the future. Thank you

Spectacular app.. The United app is by far more user friendly and useful than most airline apps. I’ve always enjoyed using this app since its original debut and seeing the updates that come with it. I do have one request I think would be helpful for many international United fliers. When I book an international flight one of my stops is using for example a flight operated by Brussels Airlines but still shares a UA flight number. For whatever reason on my round trip the flights that are operated by Brussels will not show up at all on the United app. This makes me have to use the Brussels app to see information on these flights and as terrible as their app is, I can use that 1 app and see my entire journey from it to include the flights operated by United. I really think this is something important for United to address so it truly can be a one stop app and give it that 5th star.

Great Customer Service. Just a note that one of the United employees at the Colorado Springs airport got me out of a jam regarding a “must get there” flight to a destination for medical appointment and treatment. The same great customer service at Atlanta Hartsfield-Jackson. I happened to hit Hartsfield-Jackson when it snowed 2-3”. The airport closed the afternoon of my flight on another airline. The other airline told me next flight out would be three days out. United got me out of there first flight the next morning. If you fly a small airline with a bare bones fleet you are taking a risk. United has a large fleet and has capability to add planes when needed. As for Atlanta Hartsfield-Jackson, I will never route through there again in the winter unless I absolutely have to. Hartsfield-Jacksion, the busiest airport in the world, can’t handle 3” of snow because executives cost cut and don’t have adequate de-icing or snowplow equipment. Yes I know the equipment is costly...but this is the busiest airport in the world.

Impossible to clear recent searches. This review isn't about the airline. Airlines are airlines. It's about the app. Generally the app is decent—I've used worse airline apps. However, one annoyance is the fact that the user has no ability to clear the search in the "pick up where you left off" section. I've signed out. I've uninstalled the app. I've searched the internet. I've contacted United. You can't do it and neither can they. It's honestly baffling. Let's be generous and posit that there are valid technical constraints that prevent the earlier search from being actually deleted. Ok. How about a little X that lets me hide it? That would be trivial to implement. I recognize that this is not an important problem. But it does tell you something about the airline and their priorities. I have no choice but to keep flying with United and that means I don't really have a choice about whether I use the app. But you can bet that I will never again search within the app or on their site.

Great experience! 💝. I honestly don’t understand why there are so many bad reviews. United is at an affordable price, and it flew us where we needed to go with no hassle. Great airline, I would totally recommend. Got there a few hours before boarding, got through security, and then boarded. No issues with delays, or anything. We took off and then got to our location within 3 hours. It was really good because the flight attendants helped us with whatever we needed and provided food, drinks, blankets, and pillows for all passengers. It is also an awesome thing that they provide you with movies for entertainment, since there is no way to reach internet on an aircraft. The United Airlines app is very helpful with information. You can sign up for a text message subscription service and get new details about your flight 24/7. There should not be this many bad reviews because United Airlines gets you the best experience for the best price.

Deborah Sniffen. Worst trip ever. Definitely worst customer service on ground in both Honolulu and San Francisco. Original flight was booked for 7.00 am April the 6th. Customer service couldn’t tag my lyggage because a machine broke down. After 35 minutes and still no luggage tags, the informed me that they would have to rebook my flight for the NEXT AFTERNOON. Arriving in San Francisco I found my connection to Las Vegas. After an hour standing in line for customer service, I got rebooked flights, again the NEXT AFTERNOON. I got a voucher for the Comfort Inn, but because the baggage retrieval was so long and disorganized I had to pay my own taxi to and from the motel. I was waiting for my luggage about an hour and a half. The woman working the counter kept raising her voice to me because after 50 mins I began inquiring what happened. ONLY TO FIND MY LUGGAGE WAS SITTING THERE, delivered to the wrong area. Did I mention I am 65 years old with HEART FAILURE? This morning waiting AGAIN TO CHECK IN, I am barely able to breathe. If they try to charge me baggage fees again my first stop when I FINALLY get home, 52 hours later, my first stop is an attorney

Siva Made The Difference. When my flight got cancelled les than 24 hours before my scheduled departure I was pretty upset. I have a pretty tight schedule for the weekend and precious time with family planned. When I called I got in the queue and the recording said a 40-50 minute wait. I could feel most of my weekend slipping away and I was getting pretty upset. After about 15 or so minutes the phone rang and Siva greeted me and asked how she could help me. I explained my situation and the limits of my times when I could leave. She was very professional. Her voice was calm and reassuring and she went to work immediately helping me rebook flights that would work for my plans. The way she handled my call changed my distress to reassurance and I told her so. Siva represents United very well and she should be commended for regaining a happy customer. Thank you Siva. Btw the 4 stars is because of the circuitous phone system. Siva get 5 stars in my book.

Can’t cancel a flight on the app!!. I used to love the United app. And I can see some of the changes are beneficial, like seeing trips that others have booked and paid for, where I am included. But when I went to cancel a flight today, March 6,2025, I couldn’t do it on the app. The really convenient page that let you see all the actions available for a flight was gone, as well as the MyTrips menu idea. ( or if it is there, I couldn’t find it.) I had 3 trips currently scheduled, and while it was very easy to get to the soonest trip, it was a pain getting to the later ones. When I did finally get to the later one, there was no “ cancel options” selection so I selected CHANGE and cancel was not an option. It told me I had to go to the webpage to do this. This is ridiculous. When things don’t work, it can be attributed to bugs, so a cancel option that doesn’t work will be fixed. But not having an option that lets you cancel a flight? It’s either a really careless/bad design or, if it’s on purpose, United wants to make it hard to cancel. This isn’t good.

I issue. The customer service from every staff member was excellent. I do however have a beef with the United App in flight. On both arrival flights, I was not able to watch the “free” entertainment and was very disappointed. Moreover, the staff weren’t familiar with how to help me either. I asked the desk person before my second flight and two flight attendants how to get it operational- I got 3 different suggestions and none worked. The main problem was the App told me I “wasn’t connected to the internet” so no go. But, you can’t connect in airplane mode. When I called customer service, I was told that I had to purchase United WiFi on every flight I took for $8. That is NOT “free”. But I did try in flight and still could not do that because of the airplane mode factor. Very frustrated and hate it when I have a long flight and can’t enjoy screen entertainment.

Flight delay.. Our flight was delayed by two hours. We luckily had two club passes but it really should have been comped. On flight could not watch movies because my adobe player on my Apple laptop is too new so only could read what I had already downloaded. Food in club was cold and mediocre compared to our delta club experience. Definitely not worth how much a day pass would cost. Also the day passes expire which is annoying when you often do not have time to utilize the club. Overall very disappointed in my United experience. We will now have to Uber home which will cost us $80 since our daughter now can’t pick us up. Flight attendants were very nice and seats comfortable as a small positive. Other airlines use the go app making it easy to use the entertainment especially since no screens on planes anymore. You need to make it easier for your customers. Will think twice about using United in the future since this was the second trip in a row with problems and my daughter just had a bad experience with plane problems and no email about flight being cancelled. Sincerely, F. Spokane

Commitment to the improved user experience. The continued improvements being made to the United App over the last year or so have not gone unnoticed by your loyalest users. The united app goes so much harder than it has to, amazing. This app is one I couldn’t live without. Countdown widget to my next trip (but can you add hours when it’s day of?), stored standby travel preferences, terminal guide maps, simple check-in, improved ways of visualizing status progress, and so much more. Honestly 10/10. Thank you for making things easy to find and use, and taking the time to understand how we’re engaging and needing to engage with the app. One more request? Link up with media on the plane. Let me favorite shows and movies to watch ahead of time and have that show up when I board. And, if I favorite something on one flight, let it carry over!

Clunky. App is super clunky compared to other airlines. When I’m logged in, why do I have to put my confirmation number in for a flight to check in, you have that info, just bring up the flight that I am eligible to check in for automatically. Not in basic economy and trying to purchase early boarding and nothing happens when I click pay to purchase, finally gave up. Have you sold out of this feature or do I already have because I purchased a better seat location, a message would be nice. Also, once I purchase a better seat location for say like $33, I should have the option to upgrade that again to economy plus closer to the flight for the difference of my initial purchase and the cost of economy plus. And finally, when I have pre-paid for luggage, why do I still have to wait in line at kiosk, put my confirmation number in yet again ( could never get cc swipe to work) so that it prints behind the counter. At Delta, you go straight to luggage drop if you pre-paid and skip the kiosk. Systems just clunky and not user friendly

Misinformation. This app is good for one thing, making you miss your flight. It will repeatedly fail to update you on flight changes, in my case it told me the incorrect gate, causing me to almost miss my flight. Unfortunately, United has also caused the most unforgivingly miserable and unprofessional flights of my life. My flight was supposed leave at 10:36pm, the time is important. Got delayed till 1:30am. I waited until 1:30, than I received the notice that the flight was delayed until 10:35 in the morning. The best part, 12 hours is a full refund. But because it's at 10:35 not 10:36, that one minute makes sure I don't get a refund. The result? Cozying up on the floor of LAX all night. The customer service will be sure to make your experience even more miserable. You can enjoy waiting for over an hour, to than be fed misinformation about upcoming flights, claiming there were no more flights headed to my destination. However, all morning I watched as people in the wait list slipped on to more flights, flights that customer service claimed didn’t exist. The bottom line is, this app is an impressive reflection of what flying United is like. You shouldn’t need this app, because you shouldn’t fly United.

United Lacks Basic Competency. This is less a reflection of the Application, which is okay, but it is a reflection of the abysmal service of United. Not only do they lack communication with their customers, but they also would not hold our connecting flight less than 30 minutes for our party of 15 after they delayed our first flight 2.5 hours, causing us to miss our connector. United however said they would book us a new connector, and when we arrived for the flight, the Airline said that United had not completed our Booking, causing us to have to run around the airport from one 400-person long United customer service line to another. After all of this, United lost our luggage, would not communicate where it was, and we eventually had to use another Airline (Ethiopian Airline, Which I highly recommend) to track it for us. Not only were we frustrated with United's terrible customer service and Lack of communication, But so were the other airlines! They themselves have said United are constantly causing them problems. United, Get better or get out of the sky!

United Number One Focus Customer Service Together With Safety. From Years I was so Attached to American Airlines That I always wanted to Flight from and to go With American Airlines when you are younger you allow things to don’t interfere with your achievement and goals but as you grown older your learn the importance and value of your time . But now I never seen anything like United Agents who will work with you to make your experience with them the best , welcoming , loyal , cozy , relaxing , pleasant and real . Specially at Miami International Airport where there traffic can be Catastrophic at times , but they take the time and energy to make sure your experience it’s the best . They focus on the solution keeping the problem for them self but making sure that you are herd and your priorities comes in the solution . Great Job Tran Miami United , Keep It Up ! Certainly you make the difference from All Other Airlines and From Other Airports

Bad experiences and arrogant ground crew. Our flight was full in carry-on and check-in bags, the ground crew told us we have to be separated with our luggages and otherwise we have to wait until there’s an empty seat in other flights. It was ridiculous that the ground crew were so arrogant about people’s complaints. They might have important staff such that they have to take the suitcase with them, for example, some cloth they’d need to change for a conference or ceremony and the customers did nothing wrong. It was United who wrongly estimated the number of bags and United need to take the responsibility. However, they were super arrogant without any apologies and made us feel like it’s our fault and we should just take it. I think this is quite ridiculous. After landing, it was even worse that the agent who managed luggages doesn’t know what’s going on and made a total mess. Finally, it took 3 days to have my luggage back which could’ve been a disaster if I have anything urgent. Sadly, I don’t think they’ll change anything since they’re kinda on monopoly. But at least for you to have better experience, please avoid United if you have other choices : )

International flight, flying business class. We arrived at Houston on time from Costa Rica... with a four hour layover scheduled. Then a storm hits, our flight is diverted to San Antonio, arrives at Houston just as our connecting flight is scheduled to leave. But that flight is delayed, and if we clear customs in time, we can make it. Yeah... but... the baggage handlers quit working... and it took nearly 2 hours to get our bags. Even with repeated calls on the walkie talkie by the agent. We missed our connecting flight, had to book a room at a nearby hotel, and this morning got word they put us on a plane out in the afternoon, but I had to pay over $200 to get seat assignments in economy. Geez! I get weather can create turmoil... but in this case you are on your own to try and find a solution. Business class you say... oh, that was for the flight we screwed up... you owe us over $200 to get seat assignments in economy today. Really disappointing!

The Gate Agent Mr Morales giving preferential treatment to Hispanic travelers. I was listed for a flight from SMF to SFO and on the standby list. The flight on June 12 left with (3) Three empty seats as I was informed and the Gate agent did not call me. When I asked why I was not called the Gate Agent Mr Morales said well you have to come up and tell me that your are on standby when on June 12 for flight UA 5519 I was not called and when I asked why Mr Morales became hostile and insisted I MUST always come up and tell him that I was on standby when there is a Internet and Computer system that tells you this. I have always been told NOT to bother the Gate Agent and to have a seat and wait. When I asked Mr. Morales when did this rule become in effect he insisted that he must always be told, that standby passengers must always tell HIM that you are a standby passenger. Mr Morales is lying become belligerent leaving no choice but leave the area to avoid a public conflict. It is my suggestion that at the very least Mr Morales receive new system training and customer service training and to treat Non Rev. and Retirees as passengers. This flight by Mr Morales own admission left with (3) Three empty seats.

Seat assignment. In general, I am a customer for a very long time was the only company that I use. I was very disappointed about your your policy on the economy seat assignments. I schedule a trip and for the only reason that we were seat separate was to force me to pay for an upgrade . I purchased tickets. When my fly show almost empty after invited three tickets I noticed that you purposely separate from my family. Yes, my wife was sitting with my granddaughter that is 80 years old, but you pull me separate for the only purpose of make another penny. Very disappointed that you do something like that to regular people I understand. Did I’m paying the economic and cheapest ticket but I don’t deserve to be split from my family. Yes, I just wanted to be sitting in the last seat of your plane next to the bathrooms did I’m paying the economic and cheapest ticket but I don’t deserve to be split from my family. Yes, I just will be sitting in the last seat of your plane next to the bathroom ,none recline seat but the separation is really ugly. Jorge Caamano

Delayed with little help. Flight was delayed for about 8 hours no voucher offered until almost midnight when all is closed no offer of hotel the trip was delayed about 4 to 5 times. We were led to believe that once the last one landed we’d be on it and they canceled at the last minute as we were lined up. I have a situation where it is imperative for me to have been there due to an ill family member and the airlines dropped the ball on this one. I have been a loyal customer since they merged with Continental and a life time member of the United Club. The first flight I could get was the next evening. Hopefully I will still be able to see this family member before they pass as Hospice has been called in. I’ve traveled for years on United and other carriers both domestic and for business and never experienced anything like this. They charge for ever little thing make record profits not just United all the airlines and this is the result. It started as a weather issue it wasn’t when most cancellations occurred as other flights to the same destination took off.

Cancelations without notice. Between yesterday and today there have been two canceled flights neither of which were we provided notification even after installing your app. This forced us to stay at a hotel due to cancellations which costed us an additional $500 with no offer any vouchers or assistance to accommodate this inconvenience. Also the hotel we were forced to stay in was not near the caliber hotel we had booked in Michigan. My husband has a bad back and we had a jacuzzi and breakfast at our previously booked hotel. The hotel we had to stay in didn’t offer half the amenities that we had already paid for. Additionally the hotel that we had previously purchased a two day stay at we were unable to attend due to the cancellation. It is my hope that you would accommodate our hotel stay here and in Michigan for last night at least for this inconvenience and expense due to the fact that there was zero notification. Additionally we have made two separate trips to the airport to only find out that our flight was canceled once again with zero notice. Please call me asap to discuss how we can remedy this awful situation. Sincerely, Jennifer Johnston

Horrible airlines. Horrible airlines. Bought first class tickets for our group so we could travel together and avoid Covid contact due to personal health concerns and they split our group up and forced us to sit next to unmasked passengers who refused /choose not to wear a mask. Payed premium price. Service was horrible. Had to keep buzzing to get offered water of any beverage. Plastic cups bathroom was dirty and nasty. Totally gross. And the food was inedible. Will never fly on them again. The attendants were snarky and clearly favored and flirted with the two pilots that were taking a flight home. We found out later that one of our seats was given to one of those pilots. He “claimed” he needed a aisle seat due to health reasons but he first booked a window. Basically he wanted it his way. I wondered how he flys for United if he has to have a seat preference for “a medical condition”. He was eventually moved by United staff as he appeared to be lying about about the condition and was asked to sit in his original seat. Whole experience was awful and was on both departure and return flights . Never again!!!!!!!!

Freezes, yet only way to buy food. A nonfunctional app would not be such a huge deal of it were not the only way United Airlines allows you to purchase food. They no longer accept cash, credit, or even other common and leading digital wallets. You have to use their app — or, like me, you can go for your whole coast to coast flight with no snacks because your app froze. I have a food allergy & the free snacks all contain an ingredient that causes a bad reaction for me. A flight attendant straight up refused to find any way for me to pay for a snack. There are so many reasons for this setup being a problem. For me the app froze. What if your phone dies? Or you failed to download the app before you were in the air? Do you have to buy wifi in order to then buy banana chips? What if the wifi cuts out as it often does on flights? What if you don’t have a phone? What if your phone is an older model? And you can’t argue that this is just for contactless payments. If it were, they would accept Apple & Samsung pay. It’s about forcing you to use this app when it’s clearly not ready for prime time. Any good reviews of this app must be fake.

Andy Sabin. I’ve been flying at least once/month since late 2020. Each trip always has multiple legs. Many of my flights have been delayed. Some cancelled. (My replacement flight for yesterday’s very delayed flight is now delayed… for instance.) Two questions or comments. Why do I lose all status on the flight that replaces my delayed flight? I realize beggers can’t be choosey, but can’t you adjust your algorithms so that I am not always sitting in the middle of a back row seat instead of 1st class? I always pay for your delay. Second. You need to do a better job of building your 50% (of all flights) delays into your business model. Staff up your customer service desks and expand the number of them. Please don’t continue to force your customers to suffer because of your delays. Delay needs to be a bigger cost center in your post-COVID businesses model.

Disappointed. I have been a United customer for over 20 years now. I have reached every level of status in my time with United except for global services. Year after year I have taken extra measures to maintain my 1k status only to realize that it has no significant meaning anymore. I find that especially this past year I am in economy plus on most flights. I am not getting upgraded like previous years. I’m treated just as poorly as everyone else. So I have decided not to participate anymore. I am buying a first class ticket on the cheapest Airline whatever it may be...Jet Blue, American, JetSuiteX, Delta.....etc. I just don’t care anymore. Unless you are Global Services.....you are just like everyone else....which means.....treated like cattle. Squashed into an uncomfortable space for hours and expected to accept it as if it was an amazing experience I didn’t even deserve to have. DONE.

Frustrating finding flight info or progress to premier. I travel for my job, basically every week. When you have multiple flights booked, the app makes it very difficult to find the info on your later flights until your current flight has landed. You have to go into your profile and do a roundabout process in order to locate the info on your other flights, or even to check in for your return flight (which is very frustrating if you fly in/out of a city in the same day). Also, in order to see my progress towards premier, I have to click the link in the app which takes me to an external site where I enter my login info again. This is annoying bc I can’t remember my rewards number, so I end up getting locked out after multiple attempts and need to change my password. Another thing that I just noticed is annoying when trying to submit this review is that I have to enter a nickname for myself when submitting. I’ve now tried 8 iterations of my name but all have been previously taken, so apparently I cannot submit a review without a unique nickname. This is ridiculous.

Very disappointed. My flight was cancelled without notifying me and I only found out when I went to check in. This is a foreign country and I had to find some place to stay while I waited for my new flight. Because the times were different, the taxi cost was an additional 30 dollars to the airport at rush hour. I lost my window seat, and will probably have to get up repeatedly to allow the other passengers to use the rest room. Since I was originally arriving in the afternoon, I would have been able to pick up my medication, but now I will be one day without it. At my age I don’t need this stress, and as a widow, I have to deal with all this aggravation alone. I am a frequent United flyer and I detest the way I was treated. I asked the customer service representative for some accommodation and he was unwilling to be of any help. At least to move my seat forward for a bit more room.

bugs and poor battery performance. when our flight was canceled and rescheduled the app needed to be fiddled with to allow us to check in, and it wasn’t obvious how to check in. further, the app continued to report problems with our itinerary even after the flight had been rescheduled. there were no problems with the flights after we rescheduled. this is a pretty unacceptable bug, as these airline apps are best suited for reporting on flight status, very disconcerting. also, and possibly more importantly, the app takes up a significant portion of my battery, causing me to uninstall as soon as i no longer need the app. it goes without saying that it’s very important to conserve battery life when traveling. it also heats up my phone, especially with other services such as Maps running. as an app developer myself, this is unacceptable performance from an app that does not require constant background service. this will effect my decisions on future travel plans unless there is real change in app performance.

Customer service. Customer service experience this week was horrible. My flights were cancelled multiple times due to the typhoon in Japan, and the process to call Global Services to arrange new flights each time took both my husband and I hours. We spent well over 3 hours of our vacation waiting on hold just to try to speak to customer services. It’s unbelievable that Global Services customer service doesn’t have the basic telephone option to leave your phone number so a customer service representative can call you back when they are available, rather than sitting on hold on the phone for over an hour. In addition, once you finally reach a customer service rep, they don’t ask for a call back number in the case the call is disconnected. My husband spent over an hour on hold while we were trying to dine at a nice restaurant because another one of my flights got cancelled. After speaking with the customer service rep for a short period of time, the call disconnected. The customer service did not call my husband back, so he had to call back and wait another 30 minutes on hold to again reach someone.

Carry-on bags Vs. Personal items. My ticket itinerary was not clear as to whether I was permitted to bring a "carry-on" (A small suitcase on wheels, that would fit in the overhead compartment.) Plus bring my "personal item", (my purse). I looked it up on your website, and it was no help either. Your vet age is very confusing! If I am not flying "First Class", and I sm not a United Airlines Credit Card Reward Member, am I flying "Economy" or "Basic Economy"? Is there a difference between the two? I had packed my small suitcase on telescopic wheels for my trip. But when I received my check-in notification the morning of my trip, it made it sound like I was NOT permitted to bring a carry-on item PLUS a personal item (my purse) or I would be forced to check my suitcase at the gate, pay the checked baggage fee PLUS a $25 fee. So I frantically unpacked my clothing from my larger size suitcase into a smaller one that would fit under the seat in front of me, with my purse inside, and all of my medications. I want you to know how inconvenient this was for me, not to mention that I only had room for three days of clothes, for my 14 day trip! When I arrived at my gate, I asked the gate agent to please clarify whether I was allowed a "carry-on" PLUS a "personal item". He said: "Oh, you're good with both." So I COULD have brought I enough clothes for my trip, and not have had to wash my clothes every three days of my 14 day trip! UGH!!!

The United employee gave away my seat. I have finally had it with United. My flight from Panama City to Houston was delayed. The flight attendant in Panama City said she would hold my seat from houston to Denver on my original flight but put me on the wait list for the last flight out of Houston. I ran fast and made the gate C4 for my original booked flight 20 minutes before the gate closed. The attendant in Houston said the Panama City employee gave away my seat but don’t worry I am on the next flight. I have had it with united. I am canceling my mileage plus United credit card and my family will use up all the bonus miles and then we are DONE with united. I don’t care how crappy delta, southwest, American Airlines are from time to time. I am done with united. I have paid way too much money for united flights over the past 15 years and have received crappy service. No more

Disappointment yet again!!. I understand United can’t control the weather, however, last two times I flown United our flights have been delayed! Last summer—seven hours in Dulles Airport, missed the 50th anniversary gala of Special Olympics, and then our luggage NEVER arrived! Today, traveling again via Chicago, delayed and had to be re-routed to Redmond OR. Now stuck in Chicago for over 3 hrs, but many many families with small children were told the Denver flight was being held for them, and arrived with boarding closed! I know there are worse situations, but felt the need to share my comments. I’m fortunate to get club pass, but to be honest, the “free” food is really awful...choices-wilted lettuce with rotten cucumbers or chic peas or hummus and cheese cubes...or the stalest breadsticks on earth!! This is for your premier members...Really??? I think I’m cancelling my United credit card! P Smith

Hawaiian trip #22. Wow I have been to Hawaii 22 times after living there 40 years ago and all are with continental airlines and when United took over well what can I say … when you’re good you’re good ! 🌺👍 I even traveled to Germany many times with United and I always had a great experience! Thanks for the good service I have received over the years and my new husband loves Hawaii… it’s his second time flying to the island with united airlines … last year we flew in 1st class and what an experience it was …. I was going to upgrade to 1st class again but all seats are already taken … oh well that’s the way it goes ! We both have birthdays, I just turned 78 years young and my husband of almost 5 years is going to be 80 in November! I just would like say how fortunate we are to have United as our airline and we are truly blessed with the service they provide every time I’m flying! No other airline will do ! Thanks 🙏! Ulla Langford

No reservation updates on app!!!. App has intermittently worked even after updates. Don’t get a check in email, app would show reservation but not allow me to check in - under boarding passes it kept saying I had no reservations, even though reservation section would show the reservation. Eventually had to call United and go through the automated prompter to check in. Only after checking in on the phone did I get an email with the link to my boarding passes and the app still didn’t recognize that I had checked in! Before I was able to obtain the boarding passes it asked me if I wanted to write a review and this is the review. Never had to do this for any of the other airlines Southwest, American or Delta. In this case the app that was designed for convenience was very inconvenient. I am now going to close out this review and hopefully obtain an actual boarding pass...

Great app but, has limits. I use my United app a lot! As a 1K flyer, I’m in it all the time and for pretty much everything, it’s really good but, it has limits. First, if you try to add the app to a widget - watch out!! You only can add the trip countdown feature and not the app. This will automatically launch you into the next coming trip, NOT your boarding pass or booking. This has caused me to remove the app from my easily accessed widget. I suggested United change back to allow the original app to be added to the widget. Second, if you book a flight with a United flight number but, it’s actually through a partner airline, you’ll get confused easily and not be able to check in or do other things you’d expect. This most often happens for international flight (like United sharing with Lufthansa). The app doesn’t tell you directly the flight is with a partner airline and you’ll end up calling United. Work around? Maybe but it can be complex. There should be a United confirmation number on your receipt AND a partner airline ticket number. Use that second confirmation number when calling the partner airline. The other option is to call United directly and ask them for the information. We can’t expect airlines to have their apps working together seamlessly (not yet, at least), but would be helpful if the United app had the information you needed right there and notified you of the second airline booking.

It takes hours to accomplish nothing. My companion and I are going to Italy and I have spent hours doing and redoing various tasks like uploading passports and seat assignments and TSA pre-check and boarding passes. A few weeks ago, after a not unreasonable amount of effort, we were travel ready with seat assignments and uploaded passports. Just one issue - travel companion’s TSA pre-check did not show up on her boarding pass when we checked on line. In the process of asking United on the phone to take care of that little item we lost seat assignments and boarding passes and all of a sudden my companion’s passport - previously approved - is no longer approved. Literally hours trying to address the issues with United on the phone. Repeatedly uploading the passport, rebooking seats, trying to get boarding passes and complete check in. Without success. We’re on the way to the airport now, earlier than planned, and hoping but not guaranteed to get these issues resolved at the airport. Lots of unnecessary stress and uncertainty. United’s people were nice but unable to resolve in advance on the phone what seem to be very basic and simple tasks.

L Atteridge. I tried to fly American yesterday and it was a complete disaster. They had us all loaded on plane and it developed A malfunction of some kind so they unloaded the plane and let us sit in terminal for an hour or so only to tell us the flight would have to be cancelled. There was several people there including myself that had been dropped of for the flight from all over the region that had no way to even get a ride out. No other flights were offered, basically it was well your out of luck with American Airlines. They didn’t even have another plane at the airport. The plane we were on was a shabby looking plane as well, adding to my reservation about flying. Anyway I chose to fly united out of another airport having missed a very important meeting in Alabama on this day and so far the experience has been great. Hopefully I will get where I need to be tomorrow. Thanks United.

Checking In on the app was not as easy and clear as other airlines. The check in process makes you reconfirm your passport and credit card even if you just updated your profile so it defeats the purpose on verifying it ahead of time. Seats in economy are chosen for you at check in but this was chosen at the time I purchase the ticket, which again - defeats the purpose at check in. The biggest issue I had was claiming a bag (check in a bag for my International travel) but it would not let me proceed until I agreed to the bag and a charge for a bag at the gate. I just agreed to dropping off a bag but i have to agree in order to proceed for you to charge my card in case that you decide any additional items need to be checked in such as a carry on or an oversize bag that exceeds the requirements. My issue is that I am not carrying either but I have to agree to it in order to continue my check in. I see why you would do it to make sure you get your money but you are enforcing something I may not agree to. This has been just a mediocre experience and feel from the time I purchased the ticket. Thank you

Check-in is a nightmare. I used to love this app, as it was a very useful travel resource. However as of late checking in, arguably the most important function of the app, and which used to be a simple and quick activity, has become a nightmare. It takes forever and arbitrarily does not work. To check in for my latest flight I had to use a combination of the app, the website and the support center and two hours later we _still_ couldn’t get everyone checked in. After all of this effort we’ll still need to queue up at the airport. Some of the bugs are just silly - it won’t accept the visa number, saying it’s the wrong format. How hard can it be to get a simple validation check right? The support agent (who really did her best) said they know about this problem for some time now, and it’s still happening. If I can’t use the app for checkin, it loses most of its value to me.

Nazi like flight attendants. The absolute worst mask nazis have only ever been on United. I was eating trail mix and he expected me to lift my mask back up in between bites. I was holding the cup in one hand and eating with the other and by the time I put my hand down into the cup I was ready for the next bite. It’s extremely unreasonable to expect me to put my useless mask up for all of half a second just to lower it back down. The same mask nazi stewardess told me to pull my mask up, my mask was already over my nose covering my nostrils but apparently still wasn’t high enough for him. These people won’t know what to do when this useless policy is over. On another flight, a nazi stewardess berated a passenger over whatever issue he has with him over the PA at the end of the flight. Extremely unprofessional. I can’t stand this airline but unfortunately I have no choice if they’re the only ones with available flights. Another issue I have is a sticker while entering the plane. “100% vaccinated” however forgot to mention that it required firing 38,000 employees to obtain that useless status… despicable. Especially when this vaccine doesn’t protect the person next to you and provides ZERO immunity and just as capable of getting or giving it. United you should be ashamed and tell your nazi staff to back off.

The Best. I love flying United Airlines. Their onboard service is excellent, their coffee is so good, and the app they’ve designed works the best of any airline and sets the standards for others to follow. It makes checking in so easy. I love they have a map that shows where you are in the airport and how to get to your next gate, and all of that is possible through intentional technological design that works seamlessly, due to conscientious testing, debugging, and thoughtful programming. In addition, they were the first major airline to implement a recycling program, and have set lofty goals for alternative fuels. And the company is innovative as well, creating their own training program called Aviate, and are recruiting women and people of color to the training school. Their safety record is excellent and they do such a great job training their pilots and flight attendants to give the customer is the safest flight possible. United is the best and I’m grateful I get to fly them.❤️❤️❤️

Terrible business 1st class experience from IAH to AUA back to IAH. Made reservations in November 2020 for June 2021 travel first class. Had 2A and B seats in first class together for both flights. Today when I checked in for our flight home, they separated us to 1E and 4F, 4 row apart sitting with strangers. Called to see if they could seat us together, as we booked and had the seats together before we left two weeks ago. Now, we have to go to the gate to see if we can sit together in first class. They blame on a plane change and computer. It is the same plane Id number. Very frustrating end to an already challenging trip to Aruba with all the restrictions and hoops you have to jump through. Makes you want to travel in the states by car as the United service agents can’t make any changes to correct the issues anymore. Travelers beware of last minute changes to your seats. F minus for customer service in Business first.

Unprofessional and negligent.. I never had a worse experience, or even a bad experience with any airline before in my life. I truly am not the type of person to speak out and I stay out of peoples way. But I hope this company kicks the can. First my flight is delayed 2.5 hours due to minor damages to the plane due to negligence. Then I wait 1.5 hours at baggage, being bounced around from representative to representative giving me different information about my baggage. I tell them I’m going to Milwaukee and I need this luggage bc I am only here for 3 days for a conference, the next day they can’t guarantee a bag delivery in time. They change up their words and I get a different story from everyone I talk to on the phone (put on hold for an hour at a time). Then they tell me they can’t do anything about my bag and the best they can do is I have to pick it up from Milwaukee. it’s literally 24 degrees in Chicago and colder in Milwaukee and I have no clothes I don’t live here. They compensate me 100 travel credit. I do not want your stupid credit because I do not want to take your plane ever again. All the hate ❤️

Totally messed up trip. My trip to GSP was totally messed up by United, United cancelled my reservation on December 21. They finally said it was because they had put a “hold” on my United Presidential Credit card because of a fraud situation that had been done by a group of Asians in an August 2024. The Asians had hacked into my Mileage Plus account and stolen miles and also hacked into my credit card account and stolen funds to pay the extra fees for the airline tickets they were stealing. I had reported the fraud immediately to United Airlines on the day that the fraud occurred. United Airlines had written me a letter stating that both accounts had been reinstated back to normal.. I had flown on a United trip in October without problems. However in November United Airlines decided to wreck my Christmas travel by saying there was a “hold” on my credit card, which had been working fine since they sent me a new credit card. I a thus major=rly disappointed in United Airlines. I had to get a hotel room at my expense ($140 plus taxes), and I did not get home for Christmas until 24 hours after I was supposed to get there. If I could give a score of negative stars, I would.

Boarding process at gate. The boarding process at the United gate is very confusing which I think could be corrected with little effort, based on my experience at competing airlines and reviewing their processes. There are 4 boarding groups (at least 4 anyways as I was group 4) but only 2 roped off lines each being clearly labeled as line “1” and line “2”. Between the chaos of passengers hovered around ropes early and out of turn, and the loud speaker rapidly talking things like, “now group number three go through line number [and spit off some number other than three]” and repeat the process for 4. I don’t understand why the gate can’t be organized such that a group 4 passenger could get in a line that’s labeled #4. This is also extremely difficult, if not impossible, for a hearing impaired person to comply with the airlines instructions. I was not the only person having this issue on my recent flights.

Internacional airlines. I leave from here on the September 18’2022. From EWR-CGK. From here EWR UA79 I know I’m in the economy the flight attendant so rude and treating so poorly I paid not free in that airlines and I changed from Japan to Indonesia which is different airlines operated by United airlines so differently super nice and respectful . And I coming back again OMG with same all flight attendants they should retired so old. One of the flight attendants I ask do you give it away the a kita (socks,toothbrush etc) and she said NO, and guess what she give it front of my chair that kit what I ask for and guess she say I heard don’t tell anyone I give it to you wow 😮. And I’ll try to different flight attendants and they say to me we don’t carried it. Seriously I apply with this explorer card I think they treated you respect I guess so poorly. Again they way the talk so super super RUDE and coming back to US same flight attendants omg UA 78 October’13 . I take this airlines international 3rd time I thought they will change flight attendants I guess same person different with other airlines they will give what the customer wants. Not only complain in the plains I see almost people in the plane say OMG they all so rude .

Bad experience, good app. I flew United for the first time in a while and I found that, compared to other airline apps, their flight statuses were updated the most frequently/accurately. It told me about delays before the gate clerk even knew. As you could’ve guessed, this unfortunately means that I was on a delayed flight which caused me to miss my connection on the last flight out of Newark for the night. The app let me know right away when my connection took off, preventing the hassle of running to the gate to check, and immediately presented me with options for next steps. It provided the next United flight out of Newark and guaranteed me a seat, while also showing me flights out of nearby airports, like LaGuardia and JFK, in order to more accurately assess options and get to my destination as soon as possible. Thank you so much for alleviating the stress in a tough situation! I’ve never booked a flight using the app, so I cannot speak on that, but my experience was great.

DO NOT EVER FLY UNITED. NEVER flying United EVER AGAIN!!! I spent almost 12hours today, which is time I will never get back. Almost a full 3 of those hours was sitting on a plane on the runway just waiting! This was supposed to be a mental health getaway with my sister. She arrived in Atlanta fine. I on the other hand have been left with nothing. I lost money on parking, a rental car, a return flight, a hotel room and my bag somehow never made it to the carousel. I waited on line after line to be told nothing could be done. No flights out at a reasonable time tomorrow, no bag and no restitution. I am beside myself. My poor sister is now alone on a trip that we have been planning for months upon months. As I write this it is now the 2nd hour I have been on hold on the phone! You should be ashamed of yourselves. Charging what you do for airfare, nickel and dimeing us for everything. What’s next charges for air!!! How will I be compensated! My time is valuable. I should send you an invoice for an hourly rate up-charged for the peek hours I wasted. Where is the respect for the consumer! Shame on you!!! #unitedairlines #unitedistheworst #zerocustomerservice