I have always praised United Airlines to friends and family BUT no more after my last trip… on Sunday August 4th my husband(86) and myself(84) were traveling with our daughter. We went on a cruise and were traveling home from Elizabeth NJ to Savannah Ga. We were booked onUA1658 to depart at 1059 and arrive at 1:14pm. We arrived at the airport early, got a wheelchair for myself ,went thru security and arrived at gate 88. Upon our arrival there two young girls who were also traveling stated the flight had been cancelled. There was not one soul from united there and no information was available. We felt stranded and abandoned. Our daughter ewas on the phone immediately trying to find a flight.. Nothing!! Everything booked! We even tried rental cars.. nothing available! After several desperate hours my daughter found a hotel. The next morning we found a flight to Savannah .. many delays and 3 or four gate changes… do you realize how diiicult it is to cha anges avec each time and tip gates when you need to transfer via wheelchair.. we had to call for a wc each gate change and and another trip… and by the way I paid to be upgraded on this flight… I would like to be reimbursed for our hotel stay, our meals and my upgrade.. This was inexcusable and I am so disappointed in United airlines.
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.
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.
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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.
So, my flight was delayed 3 hours causing me to miss my connection. When plane finally arrived was forced to check my carryon. Messaged customer support only to find out I have to sit in this airport until 6am for a flight. My carryon was rerouted to Chicago even before my plane landed. I asked baggage claim to see if they could intervene as I wasn’t understanding how my bag got on a different flight when it was loaded at the gate. Recommended I pick up in my final destination with my ID and claims ticket. Arrived in Denver and went to customer service. Was told, I’m sorry, we have you on a 6am flight tomorrow. I’m livid to say the least as my luggage is missing and I have to sit in this airport for 12 hours due to no fault of my on. Never again!!! I will be an American customer for the remainder of my life. This flight wasn’t booked by me and was cheaper for the company. My brother’s wedding is 6p tomorrow. I arrive to the airport an hour and 10 minutes away from home at 555p. No clothes as who knows where my bag is. Absolutely unbelievable. There’s about 75 others in the customer service line as I type. I was forced to check carry on or change flights. After I boarded, others boarded with their carryons. Make it make sense!!!!
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.
I am a middle class person. I planned this vacation 3 months in advance. I looked for affordable tickets. And since I travel with a toddler my priority was to get a direct flight from Chicago to San Francisco, which I did. I picked the time of the day that would work for my son so by the time we make it to our vacation destination he would not be too tired. But United had a different plan for me… it informed me in the morning that my original flight was delayed by 2 hours. Not ideal, but not horrible. Then it texted me my flight got canceled and my new flight was to take off in 4 hours, would have a connection and yes we would be flight to Washington Dulles first and then to San Francisco. Our first flight was overbooked so my toddler’s seat was also somebody else’s seat. Then a flight attendant pulled my soft drink out of my hand since we were descending. On my flight from Washington our party of three had all different seat assignment. Mind you, my son is 4 years old. By that time, from exhaustion and helplessness tears were coming down my face. My 5 day vacation was shortened by one day. Not even a single apology. Everyone seems like that can’t stand you, that you’re there to complain and give trouble. I was too exhausted to do it during my departure flights. And it seems that it would get me nowhere anyway. That’s my impression anyway.
And checking in I had two experiences: the first was online, and was extremely frustrating, and did not provide options, reflecting my personal circumstances. Additionally, I couldn’t find a phone number for customer service while I was trying to check in and encountering problems, me so I had to engage a separate search.
The second experience wash great: with the help from your agent Gretchen. Gretchen positively delightful. I explained my handicap to her and she help me find appropriate accommodation. She however didn’t have authority to help me with the United online system failure regarding my baggage check. Luckily with her help and encouragement, iI reengaged the online check in. I want to make a special point of stating that with Gretchen’s help and courtesy, what seemed on the verge of becoming a very bad experience ruined to a satisfying one. She was very charming and polite and found creative way to sort out my personal problem. The problem she was not able to help me with, is my coming that comparing United economy class, to those of other airlines like Jet Blue, American Southwest Delta, and and all the international airlines I use. The best airlines (Southwest, Jet Blue, Jet Blue, for example allow economy customers one free, checked bag, and addition to the carry-on. Except for the lovely agent, Gretchen, I was very disappointed in United Airlines performance so far with regards to this flight.
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.
My flights are always changing without my knowledge and I have to wait for 72-hours or 7 business days to get my money back from a flight I purchased instead of them applying as a credit. I was stuck in Brazil and on my way home my flights were both delayed my layover that was only supposed to be one house turned into 5 hours and then was cancelled! I have travel credit and miles I cannnot use and was told I get a free first bag and I get a food voucher for my inconvenience, never got one! And this trip cost more than double what it should have. They make mistakes and then I have to wait for my money to come back to my account? And am left in a country where I arrived for work, don’t speak the language and my flight changes which changes my car rental the hotel room.. etc. Honestly I used to really like United Airline but in the past 3 years they have decreased in their ability to get you where you need to be on time ANYWHERE! I hope this doesn’t happen to anyone else! Also the app is not user friendly, I cannot find my travel credits and /or miles to use for anything that I can use them for. As a plus mileage member I am very disappointed
barboo
Aloha Hallie
ShelleyDenver
Schmebulock
Pisses beyond measure
Chuckhsu
Marietka
Grandma Amanda
H Perlmutter
Bad flight status
