United Airlines Customer Service

The last couple of times I flew with United, the flight attendants were extremely unprofessional, my tray table never worked on my last flight, so I had to eat on the side area of my seat, which was very awkward and hard to do with a tray. I’ve been flying as a very loyal customer of United for many years, but I tried other airlines in the last year, due to how much I feel the Professionalism , and Friendly Service has changed so much. And the last couple of times I have flown, when I have entered the plane, the flight attendants were so busy speaking with one another, they completely ignored us getting on the plane. There was no greeting or welcome to anyone. Then to top it off, they continued to talk loudly when the plane took off. Another one of my grievances with United is the way the announcements are given before takeoff. Whoever is speaking, talks so quickly, and in such a monotone, that if I was a foreigner trying to listen, I wouldn’t be able to understand anything being said! It is like perfunctory words, instead of a really caring and heartfelt welcome. Because of the reasons above, and many more, I feel that United has gone completely downhill in its pride, people skills, attentiveness, and a role model for other airlines. I realize it’s also a business, however, the flight attendants represent United, and kindness, a smile, good service, and a genuine “Welcome Aboard” can make a huge difference in someone’s day!

Honestly I don’t have a lot to compare this app to. From my experience it’s in a category all its own. The United Website both for employees and for customers has never been as easy to use as this app, in my opinion. Somehow they really did a lot to get this app right. What impressed me is that there are maps of airports with in-depth search capabilities on here. There are links to hotels and rental cars. There are ways to book flights. It will tell you the numbers of various passengers on a given flight and show you the plane diagram with empty seats shown. If you happen to be flying standby, it will show you the list of pass-riders including you, in order. There is so much information on this one app that I suppose the only problem I have had with the app is occasional lag in downloading some things. For example, the airport maps take a very long time to download. They seem to require a lot of space on your device. All the same, it can be very valuable information when you succeed in downloading it. I would be remiss if I didn’t also mention that this app can contain the online in-flight entertainment for some flights! I’ve watched movies on this app. I’ve seen television shows. Bottom line, this is an unusually functional app. It’s extremely powerful and packed with detail. It’s the best of the travel apps I have used, but admittedly I don’t have all the other airlines’ apps downloaded. One would have to do a thorough study to compare all the aspects of all the airline apps. I suspect this is one of the best though!

Horrible horrible service. We booked our seats almost 1 year ago for our family vacation in Economy Plus, used our United Airlines Explorer VISA card to purchase the flight as well as to purchase an Economy Plus bundle and just found out United has given away our seats together in the front of the plane and are now scattered throughout the back of the plane. To make matters worse, when I explained to Customer Service and a manager that part of the reason we purchased the upgrades was due to the fact that our 15 year old child has a medical condition in which she needs to be next to either my wife or me, I was told that she was only two seats away from one of us in Row 8 of the plane in Economy Plus, while 2 of us we’re scattered in the back of the plane. In order for the entire family to be together, we had to downgrade our tickets and are now in the very back of the plane near the bathroom. If I could give United less than a star for a rating I would. As someone who formerly worked for the Chairman of a large authority that operates 4 airports, I know that United was able to make more money by doing this to us since we paid for our package almost a year ago, and they are now making more money by selling our seats to someone else at what I am sure is a much larger premium or gave our seats away to a more “preferred” customer. The one consolation is that we were refunded for our bundle when I complained but this is also about fairness and taking an airline at its word that when you purchase seats a year in advance, pay extra to sit in them and then get screwed out of them 24 hours before your flight, that’s not how business should be conducted.

I have been a long time customer and a Mileage Plus Club member. On a flight to Mexico earlier this I was filling out my immigration form. As the female flight attendant passed me by I did not hear her ask me for a drink. As she passed to the next row I held my hand up where she could see me, and she did. She ignored me as she served the others behind me. I then touched her shoulder with my indexed finger, again I was ignored. As she walked away down the isle I gently touch her on her back with the palm of my hand. She whipped around and told me not to touch her. She said I had ignored her as she had first passed. I explained to her I was filling out the form and did hear her. I told her she did not have to be so rude, I merely wanted a glass of water . She abruptly laid down a glass of water down in front of me. This was witnessed by other passengers and the other flight attendant. I was ignored for the rest of the flight. I was angry and wanted to complain but I felt it would fall on deft ears, I was also fearful of being met in Mexico by authorities. United has not had the best reputation in addressing situations with passengers. As I de-planed, the the observing flight attendant, rather than wishing me well as they normally do, she bowed her head down looking at the floor and said nothing. As I said I would have written a letter, but I have friends who have done so just to be ignored by an airline. This was an isolated incident and I continue to fly United, but I felt like management should know. If you care to call, I would be happy to discuss the incident. Sincerely, John Arnolfo

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.

The United App is so thoughtfully designed. But it also works like butter. This is another Steve Jobs moment- wherein the customers do not know what they want, until you give it to them. All questions can be easily answered on the app itself! The ease and convenience of choosing seats, changing flights, mileage plus integration, paying for upgrades, tracking miles, and to also check where your aircraft is coming from offers the aviation enthusiast unprecedented access and a wholesome travel experience. Way to go United, I am such a fan of the app. This is a relevant factor of why I choose to fly United. We’re living in the age where a mobile app is as important as the onboard experience, if not more! While waiting in anticipation for the flight, I tend to check the app multiple times a day to look for better seats, better flights, and more information related to food service, and miles. The app allows you to realize exactly what to expect on travel day! Thanks much for a smooth travel experience. Love what the team at United is doing to push boundaries and make life easier for their flyers!

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.

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.

I am a woman traveling alone from Florida to Kauai. The Hawaiian people have been wonderful especially Shirley. BUT, my reservation was cancelled before my departure from Florida. United said ‘it wasn’t confirmed on their end’ and she rebooked me and said one of my flights was cancelled and could I please come back a day later? No problem and she upgraded my seats. Then after arriving in San Francisco, United cancelled my flight to Lihue on Kauai so I missed a day of my vacation and had to stay the night in San Francisco. Stressful with the COVID test results having a 72 hour window but I made it to Kauai. Again, very nice people at this airport! BUT I tried all day to check in for my return flight online with no success so I called the 800 number and found that United once again had cancelled my reservation for no reason. I was on the phone an hour. The customer service rep was nearly impossible to understand and kept me on hold a long time when I finally told him his silence was freaking me out and please tell me what’s going on! He rebooked me but couldn’t give me my original seat in 10A and pushed me to 24A which I protested and then he hung up on me. Can you believe that? Who trains these people? I’m nearly 5000 miles from home and the stress of it all early did me in. There is nowhere in the airport to get Tums -or Zoloft or medicinal ‘herbs’ or I would have bought the store out. I’m a miles member with United and am so disappointed and frustrated. This trip gets a D- for United.

I travel a lot. No, I’m not some tubejockey who has to travel for work and looks at flying as a necessary evil. I travel for pleasure. About 10 trips to Europe plus one to Asia a year plus several domestic flights to Florida and Colorado. If I have a 3-day weekend, I’ll extend a day and I’m gone. In sum, the app is really important. I’m always on it. But the truth of the matter is I get very nervous using apps that have such tremendous consequences should something go wrong (thank God I’m 1K and can always call). Fortunately, with little exception, the United app is a study in efficient functionality. It works. It’s obviously the same system the agents use. What they do, you see and vice-versa. If I have one complaint? I wish they’d label the “Change flight” and “Change seats” button differently. To this day, I’m still nervous that I’ll get sent down a rabbit hole and end up being forced to change a flight or a seat that I never wanted to. So, yes, I wish they’d change the names of those two buttons to “View/Change flight” and “View/Change Seats.” Other than that, it’s pretty perfect.

I am a long time frequent flyer having primarily flown US Air and American Airlines, for the las 30 years, but have flown most carriers both large and small. A recent job change has caused me to move to an area where United is the primary carrier. While the air travel experience with United is fantastic and all the employees are very friendly and knowledgeable, the United App is truly THE WORST, most user unfriendly, unintuitive and unhelpful app I have ever used!!!! The fact that you can only see the very next scheduled leg of travel when you click to your upcoming booked flights is ridiculous. I was actually so flabbergasted that I couldn’t see my return flight information, that I called customer service, waited on hold for 15 minutes, and finally spoke to an agent who was both friendly and knowledgeable, but confirmed that unless you manually type in your record indicator, which is already displayed on your travel, you can’t pull up your return information. They also confirm that you can’t see future flights, unless you have the record indicators and manually type them in as well. Come on united step up into the 21st century please with your app functionality. Another minor/major annoyance, is that when you click on your flight information, it does not show boarding time. That’s all fine and good to know when the flight is taking off, but it’s extremely useful to show what all other airlines show on their sites and that is, what time I need to be at the airport to board the plane. Additionally, simple searches and inquiries on the site are very difficult to maneuver making the overall user experience frustrating and maddening. I would rate my travel experience and interaction with United employees 5/5 Stars, but can’t even justify a single star for United’s App. My advice is fire your entire digital design team, and start from scratch building a new app.

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 easier

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

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

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

I’m pretty much air travel illiterate because of my infrequency, so I need all of the guidance I can get. I’m also a bit obsessive compulsive, and want to make sure I don’t make a mistake in my reservations that makes my air travel a regrettable experience. I’ve had to also resign myself to APPS being almost obligatory for doing anything beyond watching TV and sleeping. I’m APP ADVERSE because most of them seem designed by monkey’s on meth; I can’t tell you how much of my now-limited life is spent negotiating them! So, even though I initially cringed at adding yet another APP to my iPhone to fly United, I was pleasantly surprised at what a superior job some higher primate did in making it so user friendly for the not-so-savvy air traveler! It stepped me right through check-in, and the photos with detailed descriptions of upgraded seating options was just what I needed to chose a roomier seat with a view of sunrise! I’ve always been partial to United when I had to fly; their APP has increased my desire to book any future flights with them!

CHLOE CORRICA Was the angle I needed. I came to the airport eventually made it on the plane just to sit in line to take off for 4 hours. Then went back to the gate and no jet bridge operator. We then got off the plane with no answers. Every hour we were told we were going and never did. Finally last time was 1150 pm over 12 hours from my initial flight time. I then got a text saying we were delayed again and to standby for next update. I then went to the gate and the plane left. One gate agent searched for any flight in the tristate area she said there was no flights for two days. I then was leaving and I saw Chloe Corrica I told her my problem and asked if there was anything she could do to help. She asked for my id. I asked is there anything? She was working on her computer and just kept working. And I heard the printer working and I asked what is that? She smiled and said “I Got You” Worst travel day made so much better. She went above and beyond. She is the reason I am still a United supporter. I hope you value her as much as I do.

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

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.

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.

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??

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.

Challenging to check in using this app for a Canadian

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

When I go to purchase a bag the options do not include Canada - despite saying State/Province.

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.

Innovation

A little hard to find it after being checked in. Should pop up after or be on the opening screen of the app

Simple and easy check in process

I should be able to use my CAD credit card to pay for online checkin bag.

Check title

I had lots of problems scanning one of my family members passport. We never actually scanned it. Otherwise everything worked smoothly

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.

Our initial flight was delayed, causing us to miss our connecting flight. When we realized we would miss our connection, I called the United Airlines helpline. After waiting on the phone on hold for three hours, we were assisted by someone who put us on another flight, but forgot to process the ticket reservation. We traveled over an hour to the airport at 4:30 in the morning, only to be yelled at by a United Airlines counter attendant, and told that we could not board and we had to wait in another line (for over two hours with my child) before being offered a flight leaving 4 days later. They gave us each a $15 meal voucher for our trouble, which I had to ask for, and told us to fill out a form online if we wanted any other compensation for travel, hotels, etc. There also weren’t any hotels available, and they were not giving out vouchers for them. When I called to make sure that we actually had a reservation this time, and that it was processed, I had to wait on hold for two hours to get through, and another hour for a supervisor. The supervisor was unable to help us in any way, and was very rude. He did not offer us anything for our extreme trouble. He told me that I was in the same boat as thousands of other people. I told him that he should be ashamed of the job he is doing, and of the company that he is working for. I’ve never had such horrible customer service in my entire life. I am stuck and unable to travel home. I will not fly on United airlines again.

This app makes everything hard. It will switch you to an internal browser window and then you’ll get to a point in your process and it will tell you to be in the app, but not link you or automatically switch you back. Say what??? They are slow, both the app and the desktop browser. Unless you research it via their slow support pages, it does not tell you that if you are not checking a bag you will not be able to get a boarding pass until you go to an airport. Why isn’t this explicitly made clear when you are checking in? Why is this a requirement in the first place when most other airlines do not have this requirement? Based on my experience with their app I will definitely make sure that I do NOT use United again unless they are my last resort, and that includes paying a few bucks more to go with another airline. Sorry, United. Giving a great customer facing experience should not be hard for a major airline. UPDATE 24 hours later: I get to the airport and go to the kiosk, as directed. I enter my confirmation # and am told to wait until an agent comes over to verify that I have no checkable luggage. After a couple of minutes, and not seeing anyone that looks like an agent nearby, I go to the line and wait. When I mentioned that the kiosk told me to wait the ticket agent told me that she was the only one here, and proceeds to give me a paper boarding pass. She mentions that it was all because I bought a basic economy ticket. I’ll find out more about this while in my trip and update.

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.

I have spent hours and multiple emails and text messages trying to get a password reset. Nothing worked. And multiple times I was assured by people on the phone or in a text message that they would make sure that they would not hang up or until resolved. But no one ever corrected the problem. It’s hard to believe that this was not deliberate. It is not complicated to change a password. Also, when I tried to change the password on the website it did not say that the password was wrong. It said only there is a problem and please try again later. I also tried to purchase a premium economy seat when I bought the ticket in mid August. I was able to exchange miles for the flight from Tokyo to Denver coming to the United States. However, for the flight returning to Tokyo from Houston. I was informed that I was still in a line and I was 19 out of 20. I asked how could that be because I requested the ticket several weeks ago. And then I was informed that it is not just the miles that rank customers, it is the class of tickets that they are buying. if I had known that I would have looked at other options because this is a personal trip. I often fly for the government and maybe that has something to do with the classes of miles that I have, but you should be transparent about how these exchanges occur. Customers are entitled to information so they can make rational decisions. I’m very disappointed in United Airlines. Treatment of its passengers. I’ll Nippon Airways and other airlines provide much better service.

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.

We flew into Newark on May 9th. We had been informed before we left Europe that our flight had been cancelled and instead of flying nonstop home from Newark we would be flying to Chicago for a 10 hour layover and then home. I accepted this on the app and the information giving us new times and flight numbers immediately disappeared. I was unable to retrieve this vital information and asked the stewardess for assistance and she said that the flight would probably be changed again when we got to Newark and that there would be an information desk upon arrival. We went to the information desk upon arrival and the two attendants both said we “have to use the app”. When the app wouldn’t work we gave our phone to the attendant and she couldn’t get it to work either. So she then had us call some one who was able to get us on a direct flight back home leaving the next day - but then we were cut off before we got the details. We then asked one of the attendants if she could help us and she said that she only did baggage problems and we would have to “use the app”. We then asked the other attendant and she was incredible! She pulled up the info on her computer, gave us seat assignments, printed boarding passes, gave us vouchers for the hotel and, food and transportation! Thank goodness for “a real honest to goodness caring and competent person” instead of an app! Get Rid Of The App! Bring back people!

The check-in process is great - easy to follow and understand. The booking process, however, was extremely frustrating. The site is not very user-friendly, and took several hours to navigate. We finally ended up calling and the agent was very nice and patient, but we still have several inconsistencies. We went over seat assignments at length for all flights, but my tickets still say something different than what we’d gone over again and again. I made it very clear that I needed a window seat - anywhere on the plane - due to motion sickness, yet I’m still not by a window for all of the flights. We’re NEW Mileage Members, but are not too impressed thus far. We’re paying over $1,500 (Economy level) for our flights and did not expect the aggravation we experienced...or the disappointingly high price we paid. Every move you make is nickeled & dimed to death, and leaves you feeling like you’ve been ripped off. It seems like we get less and less service for more and more money. Other airlines were considerably cheaper, but we wanted to build points on our United Mileage Visa Card, so we went with United. However, after receiving this shocking price tag, my husband and I have decided that in the future, we will book flights on a cheaper airline, and just use our United Visa to pay for it, and just build a few points that way. We will be now making frequent trips to Tampa since our daughter and grandchildren just moved there, so we will be looking into getting a Mileage card with a different airline going forward. So disappointed.

I was at my daughters in Ohio and the closest airport to here is Fort Wayne Indiana. They say be at the airport 2 hr. Before your plane leaves. I got there at 11:15am. for my flight at 1:34pm. Got checked in and began the wait. We finally boarded about 2:00pm. Taxied out anythen sat on the tarmac for at least 10-15 min. When the captain comes on over the loud speaker saying we have to go back to the gate as there is a mechanical issue. When we got back to the gate we all stood in line to be rebooked . We were given our gate and we all waited there, about 10 minutes before we were to take off for Chicago to get our connecting flight the captain came and said we would not be flying on this plane due to other mechanical issues. Again rebooked flight to leave at 6:18 again we wait and again the captain came out and said we wouldn’t be leaving until the mechanical crew came and checked the deicers. Shouldn’t already have been checked knowing the plane was scheduled to fly to Chicago. Well we got on some of us got there for their connecting flight to Omaha which had already boarded. The plane myself and 3 there were to be on had been held for us. They gave us a meal voucher but couldn’t use it because there wasn’t time to leave your gate and keep an eye on your flight. I’m 73 years and spent from 11:15am till 10:00pm in the Fort Wayne airport. Getting on and off planes. I truly believe I deserve a refund and some other perks.

I don’t understand why this app is so highly rated: the check-in process via the app takes much longer than it should, making certain steps harder than the online process or other airlines. First point: for international flights, the passport has to be scanned (which takes forever for the app to read and verify) and there’s no option to manually enter passport information, which would be the much quicker option if the scan takes a long time. Also, I’ve experienced a glitch where I’m already logged onto my MileagePlus account on the app but my account isn’t automatically added to the flight I’m checking in for (even though I clearly put all my same contact information into the check-in information which is the same as my account information), which makes me think is a way to keep people from getting the points they should on the flights they take. Lastly, I checked in a bag with Apple Pay and I was then told to put in my credit card information in case I was to check another bag at the airport. There was no “skip this step” option. I have zero intention to check in bags later, and the point of Apple Pay is not only to make check out easier, but also to keep my credit card information in one place on my Apple account rather than have to continuously save it across multiple platforms and sites. I dislike the fact I had to put in my credit card information anyway since it shows an uncalled for need to have access to my credit card information. Overall, I also find the app to be slow and glitchy, and no it’s not my internet connection because this has happened across multiple WiFi connections. I hope these issues are addressed in the future since there are other good features in the app like live plane updates.

I have a 1st class ticket leaving today and got a message that they are looking for volunteers to take a later flight and will pay compensation. It tells me to “bid” on the the amount I’d accept to give up my seat on this flight and take a later flight instead. So I thought I’d volunteer to take a flight an hour later and I’d do it for free-United wouldn’t have to pay me anything-but instead it wants to charge ME $2,047!!! I called customer service and after being on hold 37 minutes a representative told me there were no seats available on any other flight that day. I told her there was because I was in the app right now and I could see multiple seats available. After another 20 minutes a supervisor came on the phone to tell me that she had no authority to make the change to a later flight unless I paid $2,047. I asked how it makes sense that if I go to the airport and volunteer you’ll pay ME and put me on the next flight in an hour but if I volunteer now and tell you I’ll do it for free (so I don’t have to make a trip to the airport first) that isn’t an option??? You want $2,047 for me volunteering to do what you asked? I’d be saving YOU money! But no instead I have to go to the airport and volunteer. What a terrible business decision…make it inconvenient for the customer AND cost the company money.

Me and my two daughters planned a trip to go to NYC on December 29, we got to the airport 2 hours before our plane was to board to get through security etc. My husband previously on the car ride to the airport said that apparently he was issued a refund for the flight but not the seats. We got through security and got to our gate and were about to board. Right as we were getting on the plane they wouldn’t let us board because apparently our flight seats had been refunded. I began to panic and was confused as why we would ever get a refund since me and my husband had planned this trips two months in advance. One of the ladies at the desk said to call one of the representatives from United to see how our tickets were refunded. Both my daughters were in tears. We had so much planned that day and were so excited. We sat at the gate and went on a long call with a representative to see why our tickets were refunded. After a while she got us a direct flight to Newark and we were so grateful. After the trip my husband found out it was most likely an airport representative that needed to get someone on that flight and simply switched out the tickets. Disappointed and hope that person that got our seats had a nice flight.

So my flight has been delayed by 15 hours. I got some notifications before the flight about this. We still haven't left yet, it's the next day, and when I try to get updated info the app tells me my flight has already left and I have no upcoming flights. The only reason I'm given is that the incoming flight was delayed. Doing more research I find out the delay was for tech reasons. Okay safety first, that's great. But the incoming flight is in, there is still a 10 hour delay between its arrival and our supposed departure which makes me wonder if the problem has actually been fixed or if it's just due to congestion at my destination but there is no further info. Calling customer service is useless, the automated system never offers the options I'm looking for and of course they don't have enough real people to take calls so I never got to speak to a real person. I understand that there are safety and traffic issues among other things. What I don't understand is the lack of responsibility, probably at the corporate level, which forces all of the employees to juggle these problems while apparently also limiting what kind of information they are allowed to give to customers. It feels like they're being dishonest, but I'm guessing they're just doing what they've been told to do. So far no compensation for time lost or missed connections, hotels,meals, etc. has been offered despite being reassured that United values our time and the delay being caused by a tech problem and not something out of their control. I honestly don't understand how this airline stays in business.

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.

I used to feel safe traveling with United Airlines but I no longer do. I was travelling home for the holidays and I’m in the military and definitely missed home. I had my luggage full of Christmas gifts and my own personal items I used wherever I travel. Since I move so much, I have to make sure to fit my life in a bag and this bag was it for me. My bag got lost December 19th and I would call day and night to get my luggage back. It is January 27, 2026 (over a month) and they haven’t found it yet. They told me at first that my bag wasn’t important enough and priority to fly back home to me. Then I put in a claim of an itemized list of my luggage and magically my bag got found within 2 days. Then 3 days later, my luggage was lost again. Now I received a call today saying they delivered my bag, and an email at the same time that my bag is lost. I called United Airlines and they never give me a straight answer. They always say my bag is lost and I didn’t turn in enough information, which I did, with receipts of all my items in the luggage. I no longer feel safe flying with United Airlines. Other airlines have a better reputation of finding your items and reimbursing you for expenses you made buying basics such as underwear and body care. United airlines has refused to pay me back for simple items such as my toothbrush and undergarments.

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.

My wife and I had checked in the night before our flight for our 7:00 am departing flight and received our boarding passes for our first class seats. In the morning the status showed on time departure. We drove to the airport and worked our way through security. While walking to the gate the United App sent a notice our flight had been cancelled and we needed to rebook to an alternate flight that was also scheduled to depart at 7:00 am. We completed the process as directed but had to downgrade to economy. When we arrived to the gate our original flight was listed as departing on time. The flight we had been switched to was showing delayed. Speaking to the gate agent they said they had no idea what went wrong and we needed to speak to the help desk. We called and spoke with various people and were told there were seats still available on our original flight and they rebooked us into our original flight. However the gate agent said he was too busy and could not facilitate the change and we would have to wait for the delayed flight. While waiting for the delayed flight the gate agent annoyed there was a problem with the restrooms on the plan and only one was in service. She recommended everyone go use the facilities while we were on the ground in the airport.

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.

I was booked in Polaris yesterday to depart for Cape Town - we boarded on time but sat at the gate for 4 hours supposedly waiting to be de-iced ( weather was cold but I have flown in significantly worse weather) we questioned for a further hour to be de-iced after which we were told that de-icing fluid had gotten into the cockpit and we needed to go back to the gate - this took a further 45 minutes and on arrival back at the gate we waited another hour before being told that the flight had been cancelled - there was then a mad scramble to only three desks for help to reschedule bookings. Computers weren’t working and staff just left ( some staff that stayed were wonderfully patient). I managed to get to a hotel eventually at 2am in a city I don’t know - I was given a voucher for only one night and was promised two and had to phone for the additional night and was in the phone for 55minutes for that and then because my rescheduled flight had a short connection time I booked and earlier flight which took and hour to reschedule over the phone as I dint want to do it in line and risk cancelling my flight to Cape Town! I am shocked and appalled at the lack of support and service at the airport for passengers stranded for an overseas flight - we have missed hotel bookings, car rentals and connecting flights and days (and as a Polaris customer) significant costs with no offer of any sort of compensation for these losses - just ‘sort yourself out you’re not our problem attitude’ - I will consider giving my business elsewhere.

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.

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.

Our original flight was from Hays to Denver then to Boston but once our festival in Boston got canceled we tried to change our vacation destination and thought the easiest way to do that would be to call United and speak with someone directly that could help us change our flights. After speaking to someone at United over the phone he assured us we had our new flight tickets taking us to Vegas and NOT Boston. We arrived to the Denver airport (from Hays ks) expecting to get on our next flight to Las Vegas but instead our tickets were completely messed up by United (trying to send us to Boston Massachusetts again) and our bags were taken to Las Vegas without us. We tried to continue to show that we spoke to someone at United even had a Verizon wireless call log showing that United called us to change our flights for us but when we spoke to someone at the airport they said they had no record of it at all. We even have proof of our itinerary on our phones showing we were supposed to be going from Hays to Vegas. The person that checked our baggage at Hays airport even verified with us that our flight was sending us to Vegas! I felt extremely overwhelmed and panicked when we also learned that we had to purchase another ticket for us just to get to our vacation destination which took a big chunk out of our vacation funds once again. We also missed almost a full day of our vacation because of this mishap that was not our fault. I understand that things happen but The united airport customer service acted like she didn’t even believe us. I would really like to speak to someone about this matter and get it resolved as soon as possible. Thank you. -Brandy Boeger

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.

Not only did United airline ruin our hole trip by loosing our baggage we had to jump through hoops. We missed our flight to our destination because they grounded our flight then gave us a choice either take another flight to another airport and drive or wait til the next day mid day and they would pay for our rental if we choose the first option .We had to pick the first option because we had a wedding to be in . Upon looking for recompensarían on the rental they question why should they pay for it and not only that said we had to request a refund on the car and it wasn’t even our fault the rep said we would be refunded that the only reason I took that option . Then we got the run around with our bags got a message that it’s ready to pick up we got there and they sent it out and they admitted that it said we would pick up but took it anyway then we never got the bag until the next day after that so by then 3 day had gone by and we had to be in our sweaty cloths for that amount of time and all the customer service people we talked to was extremely rood one even threaten to not get us our bags if we were going to be rood . I chose united airlines becasue I once used a cheaper service and it wasn’t a good experience so I thought spending a little more on a company that has been around for a long time would be better quality but it turned out it wasn’t . Some of your employees need to go back to train and learn how to deal with customers (customer service training ) I will never use this airlines and I will y’all all my friends not to use the airlines and anyone I can recommend not to use your airlines I will !

I had to change my travel arrangements because I contracted COVID-19 during my travels in Ghana. When I reached out to the airlines via phone call, I was placed on hold for nearly 2 hours. When an agent finally connected on the call I was informed that he couldn’t help me to rebook my ticket (or even navigate next steps) and to reach out to the third party agent I booked my original ticket through. On Friday Jan 7 I tested negative for Covid-19. I made arrangements to travel into Accra to rebook my flight in person at the local office posted on the United Airlines site. Only to find out when I arrived that they were “closed for holiday” I was directed to go to Terminal 3 at the airport to see an agent to rebook my flight. I was informed by airport personnel that United agents would be on site & reporting to work/receiving “traveling passengers” by 3:00PM. After waiting nearly an hour at the window I was I had been directed, no one arrived to sort out the queue which was forming. We were then informed by a passing United (employee-identified by their uniform) that agents would be available at 5:00PM (when the next flight is boarding). I was finally able to purchase a new ticket on line without assistance from ANY United Airlines employee (at an additional expense). I am grateful to finally be on my way back home but, this entire experience has not made [international] travel either easy or convenient. I have had little to no contact with a United employee to help navigate or sort out the dynamic changes in the travel process during this difficult and uncertain days. Kwame D-H

Original flight was scheduled to depart Houston for Dallas at 10:00 PM on Sunday, April 20. Flight delayed numerous times because we had no crew. At midnight, they had us boarded the plane and then about 1:00 AM. We were told to deplane because we had no crew. Got a hotel voucher for the Radisson Hotel. In a very sketchy part of town for a teenage girl and her grandmother. Waited forever for their shuttle to arrive. Got in our room around 2:00 AM. At 4:15 AM we woke up to rain running in our hotel room from the outside wall through the air conditioner. Water puddle in hotel room floor. I had reserved the shuttle for 5:00 AM. Arrived at the desk at 5:01 AM and she told us the first shuttle was at 5:45 AM. I explained I had reserved it for 5 AM. The desk agent named, Perry, then said we had missed the 5 o’clock shuttle because it was 5:01 AM. However, the shuttle van was still sitting in the parking lot, where they parked it earlier that morning when we arrived at the hotel. Took a $50 Lyft to the airport. Passing by our gate at 6:30 AM and it a crew was standing there so we thought OK we’re good to go. Currently it is 7:47 AM and our flight is now delayed until 8:50 AM. With a note that we still have no crew !! At this point we are debating whether or not to cancel the flight and get a rental car to drive to Dallas!

Flying without a Real ID? Let’s make sure we ask you this in a popup literally every time you try to navigate a menu, and take 20 seconds to load the next screen. Maybe I lost my drivers license in the last 20 seconds, so it’s good to be sure! Flying and want to add a contactless payment? Let’s make sure to ask at least three times during the check in process in a pop up dialog box no one asked for and that takes over the entire screen, and never save payment information even though I’ve flown multiple times in the last few weeks and “saved” it every time. Oh, and make sure that no matter what I am trying to do (whether check in or change my flight) those buttons go to a second summary page that takes 30 seconds to load and I have to select the action I want to do again. I work in the corporate world, so I understand that software updates are pushed regularly no matter what so it seems like things are changing for the better, but it’s very important to fire the executives who make decisions this bad. I promise, whenever I have a choice I never select united airlines and this nonsense is exactly why— somehow the worst app in the industry (and that is saying A LOT)

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 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.

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

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.

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.

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.

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….. ?????

When trying to pay very difficult to put in Canadian province and billing address

Don’t seem to have province and postal code

Cannot select province for Canadian CC

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.

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

Adds real-time notifications. Now you’ll know moments in advance before being roughed-up, face-smashed and thrown off your flight. Thanks United!

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.

Very slow, not user friendly, not compatible

Not being able to use a Canadian credit card because provinces aren’t listed is very frustrating!

Buggy app, hangs during login. Does not work if redirected from Air Canada. Have to use the desktop website to make it work

Legit the app makes it so hard to even find your boarding pass?? slow and archaic UI and visibility of critical things. how is this not better for an airline this size

You can have any Country as long as it’s the US. You are forced to use incorrect information if you are outside of the US. Visa information not right? Need to change the address? Well guess what, it’s now US-ELESS to try and fix because the app doesn’t understand there are other countries with different provinces/states

The app is not optimized to take payments from non-americans. Makes purchasing luggage in advance impossible for a foreigner.

Need to re enter the same information over and over. Also app is very slow and UI looks old school

I book and pay for seats on flights that are regularly delayed then I get rebooking poked and stuck in middle seats unless I pay again for window seats.

Not user friendly at all - this is the third decade of the 21st century - I am sure United can do better!

I can’t get my boarding pass on any codeshare flights

Crashes repeatedly, stalls, freezes, inconsistent boarding updates and more. Needs major reliability improvements.

Incredibly disappointing that you don’t support any non US cards for an international airline. Do you want my money or not?

Unhappy that support for older iPads was dropped.

Only accepting US credit cards (the address page only has US options) means non-US customers can’t pay for bags etc ahead of time.

Can’t check in on the app as there’s no place to add address while in US in the check in flow. Had to check in on web instead. Why is it then so hard to find your boarding pass? This should be the most obvious thing once you’ve checked in.

The UI is honestly one of the worst I’ve used for a major airline. Nothing is where you expect it to be, and simple things like finding your boarding pass or managing a booking take way more taps than necessary. It feels cluttered, inconsistent, and just poorly thought out. What’s worse is that this isn’t just an app problem—the website UI is just as bad. Same confusing layout, same lack of logic, just stretched onto a bigger screen.

Can’t check bag or add credit card because your drop downs still don’t have Canadian province options.

Unable to add Canadian province in credit card details and unable to add credit card

If I have to explain how the title fits with this app…you’ve never used it.

Terrible

Any changes requires a restart

Wouldn’t let me enter my information or access in flight entertainment for a long flight. Useless and infuriating.

Crashes all the time, doesn’t send boarding passes to sms or email or digital wallet. Says I’m not checked in on one screen but am on another.

I was really looking forward to my first United First flight sittting at the front. After 4 delays and missing my connecting flight from Chicago to Toronto, I was stringed along for 7 hours and 5 more delays as my 9:20 turned to 10:50 - 12:15 1:30 2:30 am flight cancelled at 11:35 and a 2:20 flight to Newark rebooked but not a First seat, no one at the counter and then when I asked was denied the seat I’d paid for even though the app and the plan clearly showed it was available. I asked the flight attendant and she was really grumpy and not helpful at all and didn’t even register what I was trying to explain. The app and the assistant was useless, they wanted to charge me $1500 more for a seat I paid for!!! Unreal, no human connection or customer understanding, zero empathy or understanding of the customer. I didn’t want to escalate and cause stress, needless to say my United First experience will be my last, I understand delays, weather all good. When a company has people that don’t care and an app that doesn’t comprehend the situation, and charges a premium, just not acceptable.

Unable to get TSA Precheck checked in boarding pass although Passport and Nexus card details are present in my profile .

The UI of the app is not intuitive. Had to click all over to get to the page I need.

Couldn’t check in luggage or upgrade with a Canadian credit card