Customer Service Scoreboard
2nd rate at the very best. I'm a 1 million mile customer w/another airline. United is absolutely the worst airline I've ever flown. I will walk barefoot to my destination before I ever fly United again. What a joke. I should have done my homework. United is rated as one of the worst major airlines in the world.
This airline sucks their staff is rude this is the THIRD time our flight has been delayed. They don't accommodate or make it right, they don't care that people have families and jobs to get to! I understand things happen but 3 times is not a coincidence and this isn't the case they are obviously over booking their Pilots if our flights are getting delayed because they need to SLEEP! It doesn't make sense for every hour for it to get delayed longer if they are already on the way. I have to sit in this crappy airport that felt the need to check us and our bags 3 times! And I'm stuck here longer then my flights even gonna take where nothing is even open to eat which at this rate the airline should be providing since it's their fault cause if I was late they wouldn't accommodate me but they expect us to just deal with this bullcrap! I will never fly united again it's a crappy airline with unhelpful staff, that over charges for crappy service!!
I was booked on another airline Frontier which cancelled my flight enroute to SeaTac about four hours before departure. I won't use them anymore either although they refunded my money.united simply shrugged and offered credit towards a future flight as if I want to now pay them more money because I didn't get where I needed to even be able to catch the return flight from Jax FL. Something needs to be done about things like this.I will make plans to use the credit but will NEVER use United or Frontier Airlines again. Received excellent service from Southwest and they're my first choice in future.
I placed my clients vacation 2/2020 to Los Cabos I called in multiple times to get options for a cancellationdue to covid. 6/16/2020 11:50 am spoke with Destiny she advised there will be NO PENALTIES OR ADDITIONAL CHARGES if my client leaves their deposit of $400.00 on the reservation, and we can rebook when they are ready. They are ready and now they are trying to keep their $400.00 or asking me or them to pay an additional $500.00 due to the airline ticket being cheaper than before. NO ONE EXPLAINED THIS NOR MENTIONED IT. I either want this fixed and their $400.00 deposit add to their new reservation with no penalties or refund their money so they can go to another airline/service because this is right nor good customer service.
A few months ago we flew to Hawaii using both Hawaiian air and United. Hawaiian air was a dream. Friendly and accommodating. United seats were awful. No television for that long flight. Unfriendly attendants - like they were doing us a big favor by just being there. One of our worst flights ever. Now we have to cancel a flight due to Coronavirus. I suspect they will bank the ticket for us so now to use it we have to fly United "again." - WHICH WE HATE!!!!!!!!!!!!!!!!!
I flew from Lexington ky to Houston tx the plane had no heat we froze our butts off. Got to houston had to wait on run way for 40 mins to park. Once we parked we got of plane which only had 15 people on it. We had to wait to get our carry on bags off because they said there was no room up top of plane again only 15 people on it. So we waited 40 more mins to get our bags. Because all the workers left and took break. Worst flight ever I want a refund on my flight HXDR32 HORRIBLE NEVER WILL I FLY UNITED IF THEY DONT REFUND ME
I purchase a ticket to travel to Miami on 08/17/2019 then later that day find out that my aunt suddenly died, I went on their website and cancel my ticket right away less than the 24hrs. So now they don't want to refund me my money back, I will never in my life use United airlines and I will make sure the words spread around on NOT TO FLY on this airline. American airline refund my money back into my account within a day but United airline are thief stealing peoples money. I'm so done with this airline.
Had a planned trip to go to Vegas in December but me and my ex broke up. I booked the flight in April and was just refunded my money with no cancellation fees. (Non refundable tickets) Both tickets were under the same reservation. I called United customer service and explained that I was still going but the second passenger wasn't. They separated the tickets under different reservations and cancelled my exes ticket and was refunded. I guess It all depends on who you talk to and how you talk to them because I thought it was impossible for me to get my money back.
I Cancelled A Flight Last Part Of April 2019 That Departed From Dfw To Clt For Me And My Spouse Due To Recommendation From My Physician After Having A Laminectomy Six Weeks Prior. I Filed A Medical Waiver Online Plus A Request For Refund But Have Not Heard Anything From United Regarding This Matter.
My day of travel was 4-4-2019 and upon checking my baggage there was a problem with the computer accepting my debit card. With some assistance, a total of 10 times swapping charging me a total of 10 times for one bag, due only $30.00. I am still awaiting the charges credited to my card. Also, on my return flight 4-7-2019, there was a three hour delay. I am so tired, a Senior of 72 years, please compensate me for some of the aggravation. Conf #AHP9P2, thank you!
I Have Tried To Contact This Department To Request A Refund On My Tkt 0167232321180 United Confirmation Number Bxp615 For $101.40 Departing Dec. 31 2018.
The Tkt Was Confirmed Eventhough My Passport Has Only 2 Month Expiration Date.
Since I Believe It Was An Airline Error To Book A Flight Knowing That My Passport Information Is Already In The System, I Had Spoke To An Agent Who Told That I Ll Not Be Able To Travel And To Request A Refund Since It Was An Error. Please Refund Total Amount To My Credit Card Or Give Credit On Another Trip Or Book Me In Another Flight To The Same Destination
I have a Mileage Plus Card, #CR527503 and was charged for my baggage when I checked into Newark Airport for my flight to costa rica on March 15th. I believed I had already selected my bags when I purchased my ticket but apparently I did not. Of course when I arrived at the airport I presumed you had changed your policy on baggage when I checked in and paid the $25 baggage fee.
Upon my return flight I spoke with the airline attendant, doc.
It is heart breaking for the death of the puppy that was killed by making it be put in the overhead storage. Attendant knew the puppy was in the soft crate. No one brings on a pet carrier without a pet in it. It just doesn't make sense. I usually fly United but with all the bad judgements by staff I don't think I'll be using your airlines. I was flying from Des Moines IA to Atlanta due to mechanic problem I was rerouted to Phoenix to Atlanta then to have customer service say it was due to weather. Your company lie to people all the time just as in the case of the puppy. Do you have to wait until someone dies before you make changes and are responsible for your customers.
I recently had two charges to my credit card for $96.30 each for United Airlines. The transaction number and the other was for the same amount and the transaction number. They were made February 5, 2017. I did not make these charges and I don't remember getting 2 flights on United. Please reseach this
I flew into Denver from LA on the 10th of Feb on flight 552 sitting in seat 36 D
I left my Samsung tablet on the seat when I disembarked the plane.
I reported it missing though charger back.
Your crew found my tablet and I was able to pick it up from the Denver airport within two days.
This was the last leg of a series of flights from New Zealand.
I would just like to thank the cabin crew who found it and made sure I was able to get it back.
Well done, fantastic customer service!!!!
If you are able to pass on my thanks to the crew on that flight I would appreciate it.
Much respect
My first United flight was in 1947 and I have had nothing but good memories with United since.
I had a scheduled flight from SFO to Logan for Dec. 20th.2016. I live in Los Gatos, CA and had prepaid a airport shuttle company for a private car and driver to take me to the airport. They never showed up. I called my son and he cancelled the ORIGINAL Joseph(Monteleone) then booked me on UA380Z leaving three days later. He put this fare, luckily available, on his credit card. UA OTNBX3
Here comes the bad part. I got to the airport by 8:30PM. I checked my bag, got my boarding pass and since I have my own wheelchair I put off calling the sky cab until later as I thought I had plenty of time. I dozed off and by the time I got someone to take me through TSA & way out to the gate.........I missed my flight!
NOW this is what I consider the good part. The lady at the gate was most under-standing. I didn't know what to do! She assured me I would be safe to stay in the secure area. Then she issued me a stand-bye pass for the first flight next day..Christmas Eve.(8AM or so to Bostom ) Then she issued me a confirmed pass for
11AM same day.
Here it gets EVEN better. As some of the gates were opening around 6AM I spoke with a United employee(who wore a UAL Blue dress jacket,shirt and necktie & several award type pins on his lapel.) He was standing at a nearby gate and I told him my dilenma. This gentleman's name badge said "Peter". He was so reassuring. Peter explained the gate had changed and even took me over in my wheelchair. I was in line when the gate opened and the agent who waited on me there was again so reassuring and courteous and I WAS ABLE TO GET A SEAT! I did not get this gentleman's name. IT WAS A VERY HAPPY ENDING. I DID MAKE IT TO OUR FAMILY REUNION And met my first great grandaughter who was 4months old.
THANK YOU VERY MUCH ALL YOU GREAT PEOPLE AT UNITED WHO SAVED MY CHRISTMAS REUNION.
MARY PAT MONTELEONE
RETURNED TO SFO FROM LOGAN
To Whom It May Concern:
Last week, on August 11th, I arrived at the gate for flight 1774 - Newark to Ft. Lauderdale. The representative I spoke with earlier in the day told me that this flight was delayed by about 15-20 min. Because of this information, I arrived at the gate during what would have been boarding time, and about 5 min before the flight was originally scheduled to depart.
I arrived at the gate as the doors were closing, but was unable to board the plane. I missed my flight.
To my dismay your UA representative at the gate was very rude and unwilling to help. Therefore, I called your customer service line instead, and reached Mariann LaVoy. Over the phone, Mariann was professional, kind, and an overall pleasure to work with. She helped book me on another flight quickly and competently.
Without my knowledge, your UA representative at the gate created a new ticket for me, and checked me in to the flight. Her actions overrode Mariann's booking and created a second ticket under my name. Thankfully, Mariann once again resolved the issue with grace.
Mariann is a credit to your airline's customer service department. I hope to encounter more UA employees like her - on the phone, in the air, or at the gate.
Sincerely,
Judith Isenberg
I hardly ever get inspired enough to put 'pen to paper' but I felt compelled this time to tell you about your amazing staff..
I was on your 07:59 am United Airlines Flight 282 from Newark to Salt Lake City on 30th July 2016 and witnessed first class customer service from your ground staff Jean Browne and Cassandra Bowell Rosa
I had checked in before I arrived at 7am . Upon arriving at the Newark airport United airlines terminal, I was shocked by the number of people in line waiting to clear security .It was instantly clear to me that by joining the line, there was no way I would clear security in time to catch my flight . I was directed to the additional services desk to discuss options where I was told to either check with TSA pre to make an exception or get wheel chair assistance .
TSA pre did not allow me to get through for obvious reasons . I headed to the wheel chair assistance area where Jean Browne asked me if I really needed one . I told her the truth that I did not need one but this was one of the options provided by the additional services staff.
Jean immediately took control of the situation . She said wheel chair was not an option and our best bet would be talking to TSA pre . She helped me get through the TSA pre line however my boarding pass expired by then . Jeane then requested Cassandra to help me find a seat on the next flight . Cassandra got me a seat for the 11:30 am flight to Salt lake city via San Francisco .
Both Jean and Cassandra demonstrated excellent client service in a pressured circumstance.
In addition to this , the flight attendants on the flight UA1120 to San Francisco were extremely courteous . I had left my headset at home and requested the steward for one . This airline usually did not provide complimentary head phones . However, an hour later the stewardess came to me with an unused headphone. I was impressed by the communication between the staff on the airline and the effort they made to make my flight comfortable .
This was one of the finest examples of customer service I have even seen. I was given paramount attention and the staff walked an extra mile to help me get to my destination comfortably.
THANK YOU!
I was a passenger from PVR to SFO on Saturday, July 2nd & I wanted to compliment flight attendants Mitchell Croll & Courtney for providing me with excellent customer service. Both Mitchell & Courtney were very pleasant & professional. United Airlines is very lucky to have such outstanding employees.
Thank You
Stacey Bass
This is in regard to a wonderful flight attendant - Alan on UA #1978, flying on March 31, 2016 from Philadelphia to SFO (one of two serving at the rear of the plane).
Alan is the kind of flight attendant that makes flying a pleasure. He is clearly competent, but also kind, caring, patient, and very entertaining. I remember smiling often during the flight, which cannot be said much about air travel these days.
I hope you will apologize to Alan for me, as I had to wait until my return home to write this. But mostly I hope that you appreciate employees such as Alan and strive to attract others like him.
I was stranded in Chicago on December 28,2015 because of the weather. On top of that I had left my cell phone in California when I cauvht the red eye. After several delays and cancellations with rude agents two agents helped book a flight home with a smile which changed my entire day. One agent Marie and the other unknown male were at gate 31 at about 8:00. They were not assigned to my flight but helped me anyway. Although could not get me out until the next morning they were kind and patient. Thank you so much for your kindness.
Positive comment. On flight UA 761, ORD-SFO on Tue 15 Sep 2015, the Steward (male)was the best. Black male (British or French) accent. He monitored passengers to ensure that only appropriate luggage was put in the storage above the seats ensuring everyone had a space for carryon luggage. This was a completely full plain. This doesn't always happen and often if you are in group 4 or 5 you have to check luggage because there is no space left which is impossible because there is storage space for all seats. What happen often is the stewards (male or female) don't monitor the passengers as they board who put inappropriate items in the above seat storage which takes the space of group 4 or 5 passengers causing them to have to check luggage which is unnecessary. This Steward was also remarkably professional in the rest of his duties. He should be training.
It's my third time traveling with united and I have never gotten a bad experience except for the handling of my suitcase which came back ripped and dirty however I must commend my airhostess grace I didn't get her last name but she was outstanding not just with me but her approach towards other passengers I highly appreciate her patience and politeness towards us on my flight from Newark to Panama on the Saturday the 12th of September
I would like to take this time to commend Customer Service Agent Deb Brook at the Denver Airport on the 13th of August. She was very patient and helpful to my wife and I. As ID 90 travels, we are not always given an agents attention. This was not the case with Deb, although we did wait until her station was clear. She gave us her undiveded attention to make arrangements to our flights to Jackson Hole. Please let her know she was very much appreciated...Frank & Shirley Melnyk
My wife and I were recently delayed out of SFO en route to Sydney. One of your customer representatives MARY JANE SANCHEZ at the CSC Pier at SFO airport handled our situation.
SHE WAS FANTASTIC!!
Employees like her are the reason customers continue to fly United! MARY JANE SANCHEZ should be credited for her excellent customer skills, initiative, politeness and common sense!
Yours sincerely,
(Justice) Ian Harrison & Julie O'Brien.
I was scheduled to fly out of San Diego on May 20th at 8:05pm, flight UA1533. Many bad things were happening, brought on by weather at my connecting flight in San Francisco. I was in a delicate situation because my dog was on the same flight, in a crate, in cargo. I could not just hop to another plane. A very special lady, I do not know her name, was working the gate, and she saw me through 3 hours of flight cancellations and delays and made sure I got on the same plane, eventually, as my dog did and we departed at 11:30pm just in time to make curfew out of San Diego, to Washington, DC, where I connected on to Pittsburgh. I would give anything to find out her name because she treated my dog and I like we were first class VIP's. I still can't believe she made it happen. Thanks to her a million times.
To correct the comment about March on UA1017 and the blind passenger. I was on that flight. This person who posted this comment forgot to mention that the blind passenger was seated in an emergency exit row and refused to move out of the exit row seat being blind. The gate agent offered seats in another row and refused to move. United was right on this one and was very professional about it.
My husband & I would like to thank Rosalba Villa for her assistance on April 3, 2015. Our flight to Los Angeles was overbooked and AC rebooked us on a flight to San Diego and then onto Los Angeles. When we arrived at the United terminal in San Diego for our connection flight Rosalba was the customer representative on duty. We gave her our tickets that AC gave us in Toronto, however the FIM ticket was missing. She was aware we had the continued connection however we were unable to board due to the missing FIM ticket. Rosalba understood our situation and she made every attempt to contact AC to resolve the situation. She immediately contacted another agent Noel for further assistance to find options to assist us. After making several calls to different departments and contacts she finally reached a AC reservation agent Aaron who confirmed they messed up in Toronto and did not give us the FIM tickets. Once this was cleared she immediately made arrangements and booked us onto the next flight with American Airlines. Our trip did not start off right from Toronto and arriving in San Diego finding out AC forgot to give us the FIM ticket just added to our frustration and stress, yet Rosabla was able to make us feel important and she showed understanding. She went above and beyond to provide pleasant and professional customer service. I would also like to mention that while she was servicing us and resolving our issue, another traveller rudely butted in and expected her to drop servicing us and attend to him. She politely excused herself and advised the traveller there was no booking for him on the flight. He continued to butt in and she explained she is servicing us and he would have to wait. Throughout the distraction of the rude traveller she remained professional and courteous and focused us servicing us. Both Rosabla and Noel were helpful and they should be thanked. It is nice to know and see that excellent customer service still exists.
A compliment about an employee Albert Bechor employee
He was a Israeli flight attendant on flight UA90 that I just flew with JFK-Tel Aviv on 12/23/14. I sat first class in seat 11A and he was excellent in educating the non jewish flight attendants about the prayers services and in general being helpful and very sensitive and understanding in bridging between our need and the other flight attendants.He made the trip really nice and smooth
Our names were written wrong when our son made the reservations.
Beverly Johnson in Detroit worked very hard to get this corrected for me.
I now have the true hope that those "mean" inspector folks who match out names with our ID's will not tear up our tickets and lock us up during the Christmas holiday.
Carole Clay, Midland, TX
Att: Jacqui Key: As my wheelchair assisted wife and I watched our United flights being cancelled on 10-2 & 10-3 at O'Hare, we were directed to the Handicapped Service area and had the good fortune to meet Tina Rodriquez. The young lady went out of her way to help us re-schedule, brought food to foreign passengers who were totally lost, offered us part of her own diner and directed us to places to eat. As upset as we were with both O'Hare and United, Tina was a highlight of our day. She deserves a healthy raise.....
Aug 26 we were to fly to Norfolk VA. The plane was late coming in because of weather then we waited on the tarmak for hours and then the storm moved in to Chicago Ohare so we waited on the plane for it to pass then they closed the airport then the crew timed out and the flight was cancelled so we deplaned. We had to find our way to Norfolk VA and we had to eat another meal at the airport which is horribly expensive!!! United should have reimbursed the meals and tried to find us another way to our destination. I do not have any good memories from United. Then we had to wait for luggage until the next day. A captain from another flight was more helpful than United.
I had the most amazing Customer Service Agent at the Phoenix Airport on July 14, 2014. Her name is Eva Gianfaglione, I asked her to write it down. With a mistaken cancellation of my ticket by the airlines, she reacted, reinstated, and reassured in the most pleasant and professional manner. In all my years of travel, I have never experienced such expedience with a smile at an airline. I have been singing her praises ever since. A less congenial and proficient person could have made matters worse. This woman is a star! I hope she will get the recognition she deserves by the company.
We flew from London to Chicago and were so impressed by the 'can do' attitude of staff, their helpfulness, flexibility and friendliness. There were a couple who particularly stood out - a husband and wife named Peter and Carol, who really went out of their way to help us and we hope they receive recognition for their outstanding customer service.
When leaving Tampa, FL., Glory assisted me at the check-in. There had been a mishap with the UA credit card and I was going to be charged for one piece of luggage. She saw that the mistake was not mine and allowed it to go w/o a fee. That was very kind of her. Also, b/c I am disabled and just had surgery, she moved me to a set with more leg room. Glory is an asset to UA and is definitely a keeper!!
Although I appreciate flying as a buddy/customer, kindness goes a long way which is something you rarely find in Las Vegas. When you clearly can see that there are three open seats while you are on the plane and you are to hold you have to get off because there were "paid passenger standing in the galley or I'll" that was totally false . I am referencing to the Houston flight which left Las Vegas at 9:57 AM on Monday, March 7. My name was called as a standby, got my seat ready to go and all of a sudden there were customers waiting to get On. I beg to differ, since there were already two open seats in the back by me plus my seat that I had to an Accu pie. I don't know what kind of games are played, but I do take customer service seriously. Since I toI work with the public on a daily basis, I know the importance of honesty and trust. It saddens me that this is how a non-Rab person is treated. My fiancé works very hard for the airline, and is very proud to be part of your team yet it seems anytime I have flown standby, there is always some sort of drama. I really do not know what can be done to correct this issue other than maybe less hours of some of your gate agents so that they are nine over exhausted, or classes which reinforces positive energy I appreciate the time you have taken to read my lengthy thoughts in this essay/paragraph. God bless and take care
I was a contractor at united and let me tell you, that IT Department is one of the most disorganized, ill-equipt bunch of folks I have ever encounterd. To have users wait 30-45 minutes to change a simple password is ridiculous. And let us not talk about bridge calls that will never stop, because everything breaks down. I am shocked this company, which is top heavy and employee heavy is still in business. Reading the customer complaints, they are spot on. The world of Fly the Friendly Skies of United, need not apply to the United today. If I was any of you, find another job it is know way that 80K people doing multiple number of work is going to stay around, pink slips are coming.
As a 30 year employee of CO, I must apologize for the deplorable state the new "United" has developed into - We struggled through the Lorenzo years, went through a untold amount of CEO's changes until Gordo came aboard - CO transformed itself into a customer oriented company with a terrific work environment. The newly merged company has thrown us back to the dark days of Lorenzo and dismal customer service. I'm stunned/embarrassed/mortified at the way the United folks treat customers. While I understand the original United people have had a bad run in the past, you all need to put that behind you and move forward - I wish Jeff had given a little more thought to the merge of the employee groups before pulling the trigger on this abomination of a merge. The difference in culture between the two groups is astounding. I'm afraid instead of the CO culture surviving, this merger is only going to produce a company with 80,000 very unhappy people. Not conducive to a healthy,profitable,viable company with long term sustainability.
As a 14 year employee for former Continental i remember when Jeff Smizik announced his great merger slogan..."There are alot of changes coming and I think you are going to like them". All I can say about the "New" United... our new slogan should be...We're not happy, till you're not happy!
[email protected]
let me clue you in
Everyone that I have known over the thirty years of working at UAL has been loyal, dedicated,heart and soul but one cannot fight the greed and arrogance at the top.
This whole fiasco should be investigated by the government but the government officials are too worried about saving their own skins in Washington and getting re-elected, so absolutely know one is paying attention to our plight.
Greed is good if your on Tilton's and Smisek's side of the fence, and something is very wrong with this country when the corporations can get away with what they are doing to the employees much less its customers that rely on dependable transportation.
Tilton was quoted as saying he had no love for the United employees and Continentals savior is delusional if he thinks the inept infrastructure of Continentals systems computer or managerial can handle a finely tuned system an UAL once had, the only way Jeff Smisek. out of it is admit your over your head Mr
American Greed at its finest.
You have evil greed driven people who couldn't care less about anyone but their own back pockets sitting on the board of directors and till Tilton and Smisek are removed by the stock holders this airline will never have the legacy that it once had.
As a shareholder with most of my portfolio in CAL stock, I am disgusted with this asinine merger and discarding the Continental Brand Name. I am also an employee of Continental for 14 years and more disgusted my current managements lack of faith and input from customers and employees that made CAL one of the top US based airlines. Although I understand top managements reasons for choosing United name over CO with the merger, it was an INSTANT downgrade to the company. All the years I've dealt with passengers (continental and united), 99.9% have stated how bad United even the top frequent fliers.
my own experience as an employee with merged management is --- sell your stock --
United seems to be taking over CO culture and bringing it down quickly. CO management is trying to change old UAL management and I will tell you from my personal experience, they are not cooperating with the plan.
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