Leave a Review United Airlines
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 workShow lessSeeMikeRow
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??Show lessdibamus
Alienation
I understand the pain airlines have endured for the COVID crisis but they also got a lot of help from my tax money.
I am stunned at the level of avarice United employs to extract money from their customers. Carry on luggage policy for instance. We do not have unlimited funds and it will cost me at least $86 x4 just to bring one standard carry-on bag each for our round trip; or, be restricted to a 9”x10”x17” personal bag. Do you have a concept of how small that is? If the crew decides I am carrying too large of an emergency delay bag (toiletries, change of underwear, a shirt, lots of medicines, phone charger, other flight delay or lost luggage essentials —yes, what do I need if my checked luggage gets lost?) they will charge $75 to take it from the gate to the plane’s hold. Times four?
Plus, we purchased economy tickets but there are no open economy seats available. I now fully expect to be charged for an involuntary upgrade to economy plus. (That’s the extra $86 x 4 upgrade that allows a standard carry-on and you get an extra inch or so of leg room.)
What more can an airline do to alienate potential “loyal” customers?
Yes, I am a little heated at this moment. You have probably sucked the joy out of this trip because I’ll be stewing over this for weeks. Forgiveness will be extremely difficult to earn.Show lessN50,Jr
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.Show lessrobertallenpayne
Flight delayed
Our flight was delayed and would not be able to make connecting flight. Was notified (TG I was still awake) at 10:30 pm for a 7:45 am flight which was an hour travel time to airport. Was just getting ready to go to bed when i noticed the text. had to RE-book another flight at later time into an airport further away from original one. instead of getting picked up by a friend (Couldn’t ask them to drive over an hour and a half to pick us up.) We had to take a bus from NJ to NY and then the train from grand central station. This was an ordeal for me being that I am slightly handicapped. Originally purchased front row seats (which I did receive a refund for) but seats on second flight was almost all the way in back of plane which was difficult for me also. Was us to 2 am night before making arrangements for new flight and had only 5 1/2 hrs sleep and a LONG travel day. Traveling is especially hard now with COVID and didn’t get any real satisfaction or compensation with United airlines on making my trip a bit easierShow lessfreckels12
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.Show lessTheresa reviews
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.Show lessMarie5555!
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.Show lessGooseVarg
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.Show lessarchmodad
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.Show lessTheGordonFamily
