Do not fly United! My dad is flying to Israel and had an issue with the bag check kiosks. He waited in line to ask someone for help. The check-in agent you see in the video had a very disrespectful attitude. He told my dad that he needed to fill out a document for a visa to travel (which is total bs since he is an Israeli citizen). My dad was confused and never had to do this, so he questioned him about this whole new policy. When my dad questioned this weird policy, the check-in agent started being belligerent and shouted at my dad. He went as far as telling him he has bad behavior and threatened to not help him. My dad is going to file a complaint against him. There is no excuse for this kind of behavior from a check-in agent, or any employee of United. If United gives him a free flight and fires this guy, I will consider deleting this review or increasing its rating.

Terrible customer service! I had a ridiculous experience with United at gate 29 from Newark to BOS. They tried to charge me for my duty-free purchases that was in my small linen goodie bag. When I showed them the items I bought at the airport, two clearly untrained employees told me I had to put them in my carry-on bag or they’d be charged a fee. So I did what they asked. Then, just before boarding, they called me back to the gate and said I now had to pay for that small linen bag—because it had a water bottle and a snack in it. Seriously? Let me be clear: 1. A duty-free shopping bag is generally not considered a separate bag under United’s carry-on policy. 2. A snack and a water bottle do not constitute an extra bag. Instead of following established airline policies, these gate agents made up their own rules on the spot, even telling me to shove my water bottle and snack into my pockets to avoid a charge. Completely unacceptable. If you don’t like your job or feel underpaid, that’s one thing—but don’t take it out on passengers by inventing new fees. United needs to do better and train their staff properly. Go train your employees again on customer service and your bag policies, United! Not flying this lowly airline again.

I was coming from Sydney and connected through San Francisco on my way to Newark. Unfortunately, the experience was extremely disappointing from start to finish. There were multiple delays in San Francisco that kept changing without clear updates. I ended up waiting nearly six hours with very little information from United staff. When we finally boarded, we were given a $15 meal voucher—but there were no actual meals available, so it was practically useless. By the time I arrived in Newark, I hadn’t eaten in nearly 18 hours. To make things worse, my bag was missing when we landed. I was repeatedly told to wait at baggage claim 6, but after hours of waiting and talking to several supervisors, I was finally told that my bag (and others) had been left somewhere in the airport. The only reason it was found was because another traveler had an AirTag and showed staff where it was. Even then, it took another hour to retrieve them. I was supposed to land in Newark around 6 PM, but didn’t leave the airport until close to midnight. My 18-year-old kid waited there for six hours, even though she had college the next day, and afterward we still had to drive another 1.5 hours to Bucks County, Pennsylvania. I’ve always been loyal to United — my family switched from American and Southwest because of United’s prices and supposed efficiency. But after this experience, I’m truly hesitant to fly with United again.

Newark going to toronto 2029H flight. C97 gate agent lady was really rude. She should undergo retraining how to handle passengers. She is rushing people and giving a hard time on passengers that is waiting to board the airplane. Scanning the passport and taking a facial Id is just simple and yet she likes to pressure on doing it fast. The entitlement of your gate agent as if the passengers got a free ride from your company. As if we did not pay for it. After a boarding inside the plane the same lady brought a guy checking if the other children has paid seat for. As if she really wanted to give a hard time on the passenger she did not like. United airline gate agent should be the one assisting passengers and has to be more understandable. Passengers goes through a lot the traffic passing to the immigration security and FYI we are early there waiting 40 minutes before the time before that lady even went there to her computer at c97 gate. First impression last and that gate agent just represented how united airlines handle customers.

They have the worst customer service, first they forced us to check our carry on because supposedly the flight was full, meanwhile when I got inside there was a lot of space. Then after we got seated the flight attendant told us to get out of the airplane because the plane had a “missing” part so it couldn’t fly nowhere, now the scary part is that, that plane arrived from somewhere else just before we got in, meaning that this airline doesn’t really care about their passengers safety. Anyways, the lady that forced us to check in our bags began to tell her partner that all the passengers that were “complaining” were “his people” referring to ecuadorian people. I almost forgot to say that the plane was dirty inside, we even found a wine glass under the seat. I really do not recommend this airline, they laugh at the passengers frustration and don’t really care about them.

The only thing I like about this airline is that is very punctual. But their big airplanes are old, very old. They need to make an update to these airplanes. If you are tall, please make an extra effort and pay for sits in the emergency section or first class, if you don’t, you will have an horrible flight experience. My husband is tall and we traveled in the economy section and he was suffering all flight. Never again, unless I can pay for first class or emergency sit, united wont see me again using their service. The window slider was broken and some hot air was entering from the bottom of the window making us hot all flight from Tulum Mexico to Newark. Old airplanes had the remote control in the arm holder which made it very uncomfortable when trying to change channels on the small tv if you have someone sitting next to you you need to bother them everything you need to change channels. Also the whole flight stank like they been using this plane all day and nobody cleaned the bathroom before the next flights. Someone was coughing too much in the airplane and nobody from the tribulation went to her to offer at least water to help her feel better.

Cheers to Kevin in baggage service area....I recently took a flight from Indianapolis to Newark New Jersey airport when exiting the plane I left my cell phone in my seat and I didn't realize it until I got all the way down and baggage claims and it was too far for me to go back. I was directed to the United baggage service area and worked with Kevin, he called up and they did confirm that there was a phone found on the plane. For security reasons I could not claim the phone that day but Kevin Assured me if I followed the instructions on the website that I would be contacted. I was contacting and when I returned to the airport to fly back home to Indiana I was also greeted by Kevin once again who went in and was able to get my phone and verify it was mine and return it to me. Five stars to United service baggage claim area Kevin and everyone that was down there were super nice and friendly