I’m giving 5 stars despite I’m really posting this because of a flight delay that filled the start of our vacation with lots of anxiety. To give you a back story, we drove to BWI 5 hours earlier than our flight because it’s the 4th of July and we’re expecting a busy day at the airport. Then as we parked, we got a message that our flight was delayed 3 hours, then 4. We weren’t able to make it to our international connection. But I would like to give kudos to United Airlines’ staff at BWI. I regret that I was so anxious and stressed out at the time that I didn’t even pay attention to the lady’s name but she was very calm and helpful that it made this stressful situation so much easier to handle. This lady spent time looking at other flights from United and other airlines at BWI, Dulles and Reagan. As she rebooked us to an another United flight leaving out of Dulles, the rebooked flight got cancelled too. She still calmly handled it like a pro, found us a new flight with Alaska Airlines out of Reagan and set us up with transport to Reagan and we made it to all our flights. I’m writing this review aboard UA 189 San Francisco to Manila with nothing but happiness and gratitude to the lady whose name I probably will never know but those acts of kindness usually go unnoticed and unrecognized. In retrospect it was her calm, reassuring demeanor, professionalism and genuine willingness to help that really made this ugly situation into something nice. We were ready to accept our defeat the moment our rebooked flight was cancelled too but she was very patient to find solutions to make this work. To the lady at BWI’s United Airlines check-in desk, I want to thank you for everything you did for me and my family! I hope you see this and know that everything went well! United is lucky to have you on their team. Attached photo below is our connecting flight, UA 189. Service on this flight is great too. I especially appreciate that they treated my toddler really well. The Boeing 777 is a very nice aircraft and friendly crew members too!

Broke down at airport both ways caused me to miss both my connecting flights to and from. 12 hours delay going in another 12 coming back the only compensation given was a free drink voucher.. one star is too much for the experience I had.

Excellent service throughout. Only wish all airlines will allow free Carry-ons at least for basic/economy passengers.

Horrible customer service as an active duty service member almost every airline allows us to take 2 check in bags with out orders for some reason they wouldn’t except my second one and made me pay for it saying because I went in basic economy I was only allowed one and it being close to my boarding time I didn’t have enough time to keep going back and forth with them if your in the armed forces try another airline you’ll have better luck

EXTREMELY DISAPPOINTED! When I arrived at Washington DC airport on 1/31/23 I stopped at the desk at the end of the terminal for directions. The United employee working the desk asked me (A COMPLETE STRANGER) to walk an unaccompanied minor to the next gate. *I did so as I have experience assisting children is stressful situations as I have worked in a large kid centered hotel for many years.* So on top of being lost myself, I have to now navigate 2 large buildings and take a bus with a strange child with me. I then have to assist this child in getting a boarding pass. As this situation isn’t stressful enough, the United employee working the desk is yelling at a young child because he does not have a photo ID. After 20 minutes of repeatedly explaining that I need to get this child on his connecting flight as the United employees have failed to do their job the employee provided the child his boarding pass. Unnecessarily stressful on both me and the child. Absolutely disgusting that United Airlines would let this happen. A parent has paid to have a United employee assist their child navigate an airport while traveling alone and you hand them off to a complete stranger with no questions asked. I fear for other children traveling alone with United Airlines and only wonder what other safety protocols are not being followed. And on top of it all MY LUGGAGE WAS LOST. Never put on the initial flight (after paying to check my bag). And the employee taking the report couldn’t even be bothered enough to apologize for the inconvenience. ABSOLUTELY RIDICULOUS!