How I wish I could give zero stars…. I am a A list frequent flyer for Southwest and have a rewards with United for many years. However I choose to use SW but they do not always go everywhere. I recently need to travel to Canada more often and choose to start back up with United. I’m used to SW and appreciate their customer service so I was expecting something similar…. Well my most recent flight was the worst trip in my entire life. Multiple Delays & Cancellations. No notification at all. They have my phone number, email, I have the app and a travel member for 10years even though I don’t fly much with them. How do you not update you passengers? Not even on the app. The customer service is basically nonexistent and the STL gate person was so rude…. I did made it to Chicago but missed my connection and more delays and cancellations. I went ahead and call it as they canceled my second flight and my return trip later that week. 14hrs from STL to Chicago and never made it to my organization destination, keep in mind it’s only a 5 hr drive one way. On top of all of that nonsense the gate person in Chicago told me since it was canceled my only option was to scan this QR code and it went to a AI text service. It could not help me because United cancelled the rest of my itinerary. Finally got a person on the phone and the rebooking options no longer worked so I said I would cancel and I expected a refund at least for the other 3 flights. Of course United can’t do that. They had to send me to a website were I have to make a case to get my money back on a flight that was cancelled. I cancelled my trip and rented a car and drove back home. I did what was requested which is crazy in my book. United customer service gets a ZERO in my book where the communication? I will highly recommend everyone to stay clear of United Airlines horrible experience. It really makes me appreciate Southwest and what they do for their customers. I never knew I had it so good at SW until I flew United. My refund still in United hands - no communication except a case number.

MY EXPERIENCE WITH UNITED AIRLINES EXCEEDED MY EXPECTATIONS. STARTING WITH THE ASSOCIATES AT THE RECEPTION DESK/INTAKE. [I WOULD LIKE TO GIVE A SHOUT-OUT TO THE FRONT LINE].... THE WHEEL CHAIR ASSISTANTS [THEY ARE ON POINT]. TO ALL THE [USEEN AND UNNAMED]... THANK YOU FOR BEING YOU!

Our flight was delayed, and I was concerned about losing another day due to the rebooking. However Ms. Michelle Lee greeted us with genuinely positive and helpful attitude. I explained my situation, being concerned about losing time since I had limited time off and she immediately did her work, trying her best to find the earliest available flight. It was clear that she truly enjoys what she does, and her passion for providing excellent customer service. This is the first time visiting home since the pandemic and while the flight delay initially left me feeling disappointed. Michelle’s assistance truly made my day. She’s not only solved my problem, but did so with exceptional effort and respect. Her joyful attitude and commitment to going above and beyond made a significant impact on my experience. I truly appreciate her dedication to the service and pride she takes in her work.

I have used United before and had a good experience, but this last time, I used them it was a bad experience. The planes were a little old, but they should all be regulated, so that wasn't too terrible. But the workers were the issue. I was flying out of a smaller airport, and it asked a direct question just to clarify what I needed to do. The 3 ladies at the check-in told me they way I had done it was fine, and I was in compliance with what was asked. Later, when at the plane boarding gate, I went and talked (the 2 of the 3 of the same ladies) about something no issues. But when I went to board the plane, those same ladies stopped me while I was in line to board to tell me that the very thing I had asked about directly earlier was wrong, which was annoying but then she proceeded to rail me and blame me as if it was my fault even though I had asked her earlier and was willing to comply before but I was given incorrect information from her and her colleagues. (She could have said something twice before but didn't) it was a very embarrassing situation. And she took no fault of her own even though she had given me false information which caused the situation.

The United Airlines at St Louis Lambert International is good. The staff are very friendly and helpful, and the ticketing process was seamless. My only issue was when I arrived at the airport I was the last passenger to deplane the aircraft, but I still waited approximately 20 - 25 minutes at baggage claim to receive my bag. This process needs to be streamlined, overall this was a good trip and I will United Airlines to/from St Louis again.