Dear United Airlines Team, On July 30, we had a flight scheduled from Buffalo to San Diego with JetBlue, but due to a storm in New York, the flight was cancelled. We had no choice but to book a new journey with United Airlines — from Buffalo to Chicago and onward to San Diego. At the Buffalo airport, when we first approached the counter, we were told that it was not for United Airlines. However, after a few minutes of waiting, the same agent suddenly called us back, asked to see our tickets, and told us to leave our luggage. The experience felt quite unprofessional and confusing. Our first flight to Chicago departed on time and even arrived about 30 minutes early. However, due to clearance delays, the aircraft had to wait on the runway for 45 minutes, which made us anxious about missing our connection. Thankfully, we managed to board the next flight to San Diego. Unfortunately, the real inconvenience began on arrival. Despite our request for through-checked baggage, none of our bags arrived in San Diego. At the baggage counter, we were told that if we came back after 9:30 a.m. the next day, we could collect our luggage sooner; otherwise, it would be delivered to our hotel later in the afternoon. As tourists with limited time, we had to take an Uber to retrieve our bags ourselves. Although the airline refunded the bags charges, but our additional cab expenses and inconvenience were not addressed. Additionally, the in-flight experience was disappointing — from the overall service and seat comfort to the refreshments provided. While I do appreciate that United helped us reach our destination when our original plans were disrupted, I believe there are several areas that need improvement, particularly in customer service and baggage handling.

I’ve happily flown with United in the past. This time I was flying with a small rabbit in a pet carrier that fit under the seat. I presented to the desk attempting to pay the pet fee, but customer service representative Chris Kelsey told me that a rabbit was categorically different from a cat or dog and would be potentially disruptive on board. He refused me entry onto the flight. He told me “this isn’t a bus.” He was not at all sympathetic. I missed my mother’s birthday. Delta was happy to have my business instead

10/10 customer service I must say!! To The lady at Gate B10 United airline concierge at gate B10. Around 1pm on February 3rd! Thank you! She was so helpful for acting quick and getting me on another flight to help me reach my destination. I can’t thank her enough! Not only did I make it to my destination, but I made it 2 hours earlier than my previous flight plan was intended to get me to Fort Lauderdale! My initial situation was that I had a connection flight to Denver but due to the snow storm. Denver airport grounded All flights to and out of Denver airport. UNITED Flew me to Houston Texas where I made my connection to Fort Lauderdale. Had enough time in Houston airport to try me authentic smoke house brisket at the Texas BBQ SMOKE HOUSE. 10/10!! And I Also had the exit row on both flights! So much leg room!! Flight attendants on both flight UA1245 and flight UA717 were the most kind and professional I’ve seen in the industry!! Keep up the good work team!! And thank you to all the other United staff that made everything so much easier that day! Ya’ll are truly valuable workers!! God bless every single one of yall!!

United airlines can no longer be considered reliable . Flights always delayed. My current situation: I am traveling with two small grandchildren. My flight was cancelled and I am scheduled to arrive well past midnight with them. Hanging at the airport all day. My husband was out on a separate flight. Today is our 44th wedding anniversary. We did have reservations for a nice celebratory dinner. Thanks United! Their website is glitchy and I cannot even complain to them. I used to think United was our main permanent airline. It will take a lot for them to earn my trust again.

I booked a flight from my daughter, from Florida to Utah. For a fairly good price and the flight was canceled. Because it was double booked for that price. So the airline canceled it Good job united airlines not

4 out of 5 check-in attendants in Salt Lake City were all on their phones. They have almost no idea how to check in bags or help in any way. I’d recommend any other airline

Chicago → Paris United Business Class First and last time flying United Business Class on the Chicago–Paris direct flight. For over $12,000, this experience was shockingly bad. Welcome drink served in a plastic cup. Appetizer was canned tuna with beans and stale toast. My son’s beets were so hard they couldn’t be cut. His kids meal was a cold pre-packaged bun, a few fruit pieces, and a cheap sealed cake. Main dishes were worse: my short rib came with “rice” that wasn’t real rice, bland beans, and an unidentified green mush. My partner had no idea what he was eating. I told him that was a rice. My son’s chicken fingers and potatoes tasted like microwaved frozen food. Absolutely no flavor, no freshness, no effort. This didn’t feel like business class — it didn’t even match economy quality on most European airlines. For the price, the experience felt insulting. Never again.