It was awful experience - no support was provided. I ended calling 1-800 number to file the claim- they simply don’t really care and concept of customer service is foreign to them. Pretty much I can say about every agent I interacted with except for supervisor but I think she needs be there all the time to observe how her team members are treating customers.

United lost 2 out of 8 bags when we flew from SFO to ATL on a Wednesday. We filed a claim and was told we would have our bags by Friday. It's now Saturday and still no bags. FedEx told us that United chose business days delivery instead of express weekend delivery. My Fiancée's wedding dress was in 1 bag, and my mom's medication was in the other one. They are telling us it won't be delivered until Monday and we need it by Sunday. United has the worst customer service, especially Suzy or Susie, however you spell her name. United had the option to resolve their mistakes and they chose the cheaper option.

On the evening of November 26th, I and my partner arrived in Palau but did not receive our luggage until the afternoon of November 28th. While another guest staying at the same hotel received their luggage, neither mine nor my partner’s was delivered. When we inquired at the hotel front desk, they informed us that United Airlines had sent a message saying, “The TSA lock cannot be opened, so please come to the airport.” It is unreasonable for us to bear the transportation costs to the airport. We called the airport multiple times to confirm whether United Airlines would provide transportation, but no one answered. Eventually, we had no choice but to pay $68 for the hotel’s round-trip shuttle service for two people and went to the airport ourselves. I submitted a reimbursement request, including the file reference number, as that should be sufficient for United Airlines to retrieve all necessary information. Despite this, they asked me to provide additional details like the ticket reservation number and bag tag numbers, which should already be linked to the file. They also incorrectly addressed my gender and seemed unaware that the luggage had already been returned to us. Even though I used the designated reimbursement request form, they misunderstood my claim as a request to return our luggage. Furthermore, I believe a single representative should handle a claim from start to finish for consistency, but every email I received was from a different name. What kind of management system is this? It’s no surprise that United Airlines consistently ranks among the worst airlines.

I would give zero stars if that were an option. The lady at the counter was very rude when checking my bag in. Berated me for not scanning my phone boarding pass correctly (my first time doing this) and refused to help/ or educate. Now, my bag didn't even get loaded onto my plane. There isn't another United flight from this airport to my destination for almost 24 hours. I hope my bag shows up, but the baggage tracker shows no updates! I cannot get through the automated system by phone either. I would rather take a flight with connections than another direct flight with United.

If you are told to go here to recover your baggage from a delayed or cancelled or missed flight due to delay, just abandon all hope. After our original delayed flight made us miss our international flight at Chicago, we wanted to have our bags pulled as we had no clothes or medicine. We waited at this office in line until they kicked us all out of line at 1:45 am saying the office would close at 2am. We came back to the airport the next morning at 8:30am and in the timespan of 9 hours, we filed 3 different requests to have our bags pulled which they failed to do all three times. At the end of the third request, they told us our bags were in terminal 5 but they could not retrieve them. We went to terminal five and asked another airline to retrieve our bags, and they promptly gave us our bags within 10 minutes, a full 10 hours after trying to resolve this with united repeatedly. During our entire day being wasted at this office, I repeated watched united staff berate customers, blame customers for their missing baggage, and even talk over my wife while she attempted to describe our bags during the second attempt to have them pulled by staff. I have never in my life had such a poor experience with an airline and will do anything possible never give them our business again.