I had a terrible experience across multiple airports with United Airlines’ customer service. The staff were unhelpful and disengaged — honestly, these staff might as well just be replaced by kiosks if they are not willing to help. I genuinely wonder how United hires people who seem to share the same common trait: zero interest in helping passengers. At OGG, one employee actually said to me, “I’m here to do my job, not to help you.” That statement speaks volumes about the attitude and culture I encountered. Anyone who travels with family, especially small children, I highly recommend against travelling with United airlines.

United Islands, thank you so much. I can’t believe that you guys are a massive airline. I am a member and I am the lowest but still very powerful and I love your guys airline. I bet on Polaris and premium economy, which is the best.

On Saturday January 11 , my flight from Guatemala to Los Angeles arrived on time, but I encountered a significant issue at immigration. The line was exceptionally long, and it took nearly three hours to get through passport control. Despite explaining that I had a connecting flight, immigration staff dismissed our concerns, stating that if we wanted to arrive on time, we should avoid commercial flights and use private planes instead. By the time I cleared immigration, I rushed to catch my United Airlines flight to Maui, scheduled for 8:40 AM. Unfortunately, I missed it. When I approached the United Airlines staff for assistance, I was met with rude and dismissive behavior. They told me it wasn’t their fault and made no effort to help me resolve the situation. I explained that I didn’t know anyone in Los Angeles and needed help finding accommodations or rebooking my flight. Instead of offering support, they coldly told me it wasn’t their problem and suggested I could sleep at the airport until the next flight. Feeling helpless and overwhelmed, I broke down in tears, yet no one offered any assistance or compassion. I attempted to escalate the matter by asking to speak to a manager. However, I was told by front desk staff to step aside because they were too busy and that speaking to a manager wasn’t necessary. I was essentially dismissed and left to fend for myself. This experience was incredibly disheartening and left me feeling abandoned in a city where I had no resources or connections. The lack of professionalism and empathy shown by the staff was unacceptable, and I believe this matter deserves attention to ensure no one else has to endure a similar experience.

We had a whole day of flying from Maine to Maui on United airline with 5 children. United is so family friendly, clean, helpful and all flights went smoothly. Our favorite family airline.

The lady (supposed to help customers?) at 6:30 PM on 12/20/2024 was terrible at her job. We asked if we should collect our checked baggage at our final destination (vs transferring our bag ourself at connecting airport) and her response was full of attitude and she was visibly frustrated as if we were annoying her by asking a dumb question. She answered our question with another question (Did anything change about your destination? If not, you will collect your baggage there). We asked the exact same question to another gentleman who was collecting our bag and he gave a very helpful answer.