Customer Care Representatives Are Sales Agents
The customer care reps at united.com are truly amazing - they are there to help united customers but are there to make more money for United.com!!!
Kat
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Was booted from my flight in Milwaukee
Was booted from my flight in Milwaukee. I had checked in with my seat assignment. Also paid additional for a business class seat on my connecting flight to Cancun. They put me in the last row-My daughter was booted off our flight in Chicago to Cancun and they also put her in The last row. Both of us checked and and were assigned seats. My husbands seat was in our original assignment I will never fly united again- and I will tell everyone I know the sameKathy Ek
Kathy Ek
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Dear United Airlines Customer Care,
Dear United Airlines Customer Care,I am writing to formally complain about my experience on United Airlines Flight 146, departing from Newark Liberty International Airport (EWR) on January 23 and arriving at London Heathrow Airport (LHR) on January 24.This was my first time flying United internationally, and the experience was deeply disappointing due to unprofessional conduct, perceived discriminatory treatment, and multiple service failures.I am a Black woman who wears a hijab, and during this flight I felt targeted and treated unfairly. After boarding, I noticed several vacant seats, with other passengers freely sitting in unoccupied rows. Because I was seated in a middle seat and feeling uncomfortable on an overnight flight, I politely asked if I could move to a nearby area with two empty seats.A flight attendant named Tiffany (to the best of my recollection) responded to me in a harsh and dismissive manner, telling me to “sit down,” without providing a reasonable explanation. During this interaction, she also stated that I “only paid for that seat and that’s it.” I found this comment highly inappropriate and unprofessional. A flight attendant would have no way of knowing what I paid for my ticket, and discussing a passenger’s fare in this manner felt dismissive and disrespectful. I paid over $700 for an economy ticket, which is not insignificant, and fare pricing should never be used to justify how a passenger is treated.Other passengers occupying vacant seats were not approached or questioned, which made me feel singled out and embarrassed.When I later spoke with the lead crew member, he apologized and explained that it is usually acceptable for passengers to move to vacant seats when available, as long as it is not into Business Class or another higher cabin. He told me that while he could not move me to Economy Plus, he said, “I can put you somewhere around here. Have your dinner and I’ll come back.” Unfortunately, he never returned and did not follow up on this promise.This was especially frustrating because multiple rows remained visibly vacant, with some passengers sleeping across entire rows. Despite acknowledging that moving seats is generally permitted under these circumstances, I was still not accommodated..
Hibaq
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United’s Premier Check-In — Now Featuring the Impossible Wheelchair Scavenger Hunt
I have MS and require wheelchair assistance.On January 8, 2026, around 8:00 PM, I arrived at Newark Airport’s United Premier check-in only to learn that this now means you must first prove you can walk without a wheelchair — ideally while carrying luggage.Apparently, premium business-class fares no longer cover indulgences like staffed check-in. The once-welcoming Premier area featured two lone porters, one security guard doubling as a traffic cone, and exactly zero check-in agents.What used to be a white-glove experience from the “friendly skies” has been replaced by an austere, stripped-down, do-it-yourself, no-frills-and-no-friendliness intake process. Passengers are herded to shiny kiosks to scan their own documents, type in their own information, watch a cheerful video explaining how to save United $0.83 by printing and attaching their own luggage tags (generously provided!), and then drag everything to the bag drop — formerly staffed counters, now just cold, counterless, lonely scales.For someone who can barely walk without luggage, this was superbly, meticulously, thoughtlessly designed.When I asked for wheelchair assistance, I was directed down the hall and around the corner. Because, naturally, the first requirement for mobility assistance is… mobility.When I finally arrived, I was unceremoniously informed by the attendant that she was closed. No solution. No backup. Just a shrug and a five-star, indifferent walk-off shuffle.Eventually, I found an airline employee — possibly an actual supervisor — who pulled off the airline equivalent of a magic trick: making a phone call. Moments later, a wheelchair with a live attendant appeared. Turns out help existed all along; it was just hidden behind the puzzle.Until very recently, I was a loyal Premier member of United Airlines. United talks a lot about AI these days. Based on this experience, it’s clear that in their world it stands for Airline Indifference.If wheelchair assistance requires walking the terminal with luggage to find it, then it’s not accessibility — it’s a scavenger hunt. And disabled passengers shouldn’t be part of the game.
Ron Kanfi
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Price gouged right at checkout
Price gouged right at checkout. Refreshed the price when moved to the checkout screen from $750 to $1000+. 25% increase is ridiculous, especially for a not-in-demand flight. Disappointing, especially considering they are not great in terms of customer satisfaction on flight either.
H B
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Extremely unprofessional customer service
Arrived at IAH with plenty of time, checked in through the premium line as a Star Alliance Gold member, and found the lounge closed with only a QR code for help. The first agent mocked me by telling me to “ask Delta if they’ll let you in” and then cut me off. The second agent, Danielle, told me I had “no right” to ask about alternatives, called me "greedy", “entitled,” "just looking to get something for free" and was openly rude and unprofessional. She even claimed she had no manager when I asked to escalate.The closed lounge wasn’t the problem—the way I was treated was. No notice, no alternatives, just two agents who were dismissive and insulting. United needs to address how their customer-facing staff are speaking to people. Secondary issue: people are loyal to star alliance so they can use the lounges. If yours is closed, provide an alternative (or at least professionalism about it).
Jacque Williams
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Total disappointment with United Airlines – do not trust their promises
My United Airlines flight was delayed, which caused me to miss my connection. At the assistance desk, the United representative himself offered us two options: wait for an alternative flight only in the following days or take a train, assuring us we would receive a full refund.We chose the train, trusting their word.After weeks of waiting and several follow-ups, instead of the promised refund we received a $100 voucher to be used only on their website, valid for 12 months.This is unacceptable, especially considering that according to EU Regulation 261/2004 rules, in the case of a significant delay or cancellation passengers are entitled to a monetary refund, not a travel credit — unless they explicitly agree to it, which we never did.We lost time, money, and trust.Terrible experience, nonexistent customer service, and a complete lack of respect for passengers.Do not trust their promises: if something goes wrong, do not expect them to keep their word.We are still waiting for their response.
Virginia C
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Waiting for a refund
I asked for a refund because the flight changed six (SIX) hours. After 55 days and 7 times by chat I hadn't had any refund still.
Andrea Alessandrini
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Our flight was on September 10th
Our flight was on September 10th. During the flight, we appreciated the service provided by the flight attendants.However, we had several complications with our booking. Due to bad weather, we missed our original flight (tokyo to new chitose). We checked with other airlines, but there was no other way to get to our destination, Chitose Airport. Thankfully, United informed us by email and on their app that they had rebooked us on a new flight (3 days later).When we arrived at the airport on September 14th, we were told we weren’t registered on any flight. We showed the staff the confirmation email and the booking shown in the United app, but they said we still didn’t appear in their system. After some discussion, they eventually let us go through and wait on standby for the day.It was a terrible experience, and we’re not sure if we can trust United in the future.
BrendaPHO
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✈️ United Airlines failure when it matters most
✈️ United Airlines – A Failure When It Mattered Most ✈️This weekend was one of the most important milestones in our lives—taking our daughter to college for her freshman year. We trusted United Airlines, even flying First Class as a Premier Silver cardmember, expecting reliability and care.Instead, out of four checked bags, only one arrived. My husband was stuck at the airport late into the night trying to get answers, while our daughter began this new chapter of her life without her belongings.This wasn’t just an inconvenience—it was heartbreaking and unnecessary stress during a moment that should have been joyful.United, families deserve better. Your loyal customers deserve better. Do better.#UnitedAirlines #CustomerServiceFail #DoBetterUnited
Lynn Morris-Piccolo
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Stranded by United Airlines
Stranded by United Airlines — and They Couldn't Care Less 💬We arrived late into Denver due to a United delay, leaving just minutes to catch our connection. We sprinted down the concourse — exhausted but hopeful — only to find the gate still occupied and the plane still there. No attendant in sight.When one finally appeared, we said, “We’re here!”Her response? “We waited long enough. The door is closed.”And that was it. No effort. No empathy. Just a generic card and “call customer service.”Then things got worse.🛄 At baggage claim — no bags. Turns out United managed to get our luggage on the flight, even though they refused to let us board.No more flights that night. We were left stranded in Denver with:No bagsNo supportAnd no way to reach our destinationWe paid out of pocket for hotel, meals, and essentials.When we contacted United’s Customer Service to request reimbursement for these unexpected expenses?Their response: “It was a weather delay. We owe you nothing.”Even though they shut us out, sent our luggage without us, and abandoned us with no recourse.🛑 This isn’t just about a missed flight — it’s about a total lack of accountability and basic human decency. United had every opportunity to make things right — and chose not to.Passengers deserve better.
John Thyne
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Frustrating Experience with United Airlines Flight Cancellation and Poor Customer Support
We had a direct flight booked from Dulles to Heathrow that was delayed several times for weather-related reasons. While I understand and respect the importance of safety, the flight was ultimately canceled in the middle of the night—not due to weather, but because there was no available pilot.What followed was a disorganized and incredibly frustrating experience. There was almost no communication from United staff, and those who were present were largely unresponsive and unhelpful. We waited in a line for hours that barely moved, with no clear direction on how or when we would be rebooked.To make matters worse, the United app was extremely laggy and failed to show all the available rebooking options. It was only after being on hold for two hours that we finally reached someone by phone who was able to offer us better rebooking choices than what the app had shown. If United expects customers to manage rebookings on their own, they need to provide the infrastructure to do so—starting with a functional app and timely, accurate information.Unexpected issues happen, but the lack of support and communication made an already stressful situation far worse. United needs to significantly improve how it handles flight disruptions and how it supports passengers when things go wrong.
Jeannine
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I'm never flying united again
I have never had a more shit experience the with united. I had to get book a ticket and it said on the ticket and the app that it left for that day at 1 a clock so I got through security and wait for the boarding to start and only as I scand my ticket did they say somehow they booked me a already booked seat and they couldn't let me on the flit. so I was destraught because they couldn't get me to Missouri for 18 hours which meant I had to miss all of the preperation of my brothers wedding so I'm crying so they say "we can get you confertable in are top launge and we will pay you back" it as been 2 weeks I spent 300 because they said they pay me back and I got nothing. I'm never flying united again and bless the souls of the people who do.
parker laub
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Inexcusable Treatment of terminally ill passenger on Flight UA 96 – July 16, 2025
My father is terminally ill with pancreatic cancer. We had just completed a critical medical procedure in California and were returning home to Australia under extremely fragile circumstances. My elderly parents had thoughtfully and generously purchased a business class upgrade for me to help me recover and better support them throughout the long-haul flight. I was issued a boarding pass for Seat 9A, boarded the aircraft, and was seated.To my shock, I was abruptly asked to disembark the aircraft due to what was described as a “payment issue.” I complied immediately, assuming this would be resolved quickly and respectfully. Instead, I was made to wait outside the plane for over ten minutes, during which time my frail, cancer-stricken father and elderly mother were left standing outside the aircraft, confused and distressed.A rude and dismissive United supervisor at the gate then informed me that I had to return to my original seat in premium economy, despite having paid for the upgrade and already been seated in business class. When I calmly explained that the upgrade had been paid for and confirmed, I was met with hostility, no explanation, and no effort to resolve the issue.Meanwhile, my parents were explicitly threatened with being removed from the flight entirely if they continued to advocate for me or question what was happening. This behavior was not only unnecessary — it was cruel. They were already under immense emotional and physical stress. To threaten two elderly passengers, one of them gravely ill and visibly unwell, is shocking and utterly indefensible.When I was finally permitted to re-board, I witnessed the devastating emotional toll this experience had taken on my parents. My father was physically shaking, and my mother was so horrified and traumatized by the way we were spoken to that she refused to eat for the entire flight.To add insult to injury, it was clear that my paid seat had been given away to a man who boarded after takeoff and did not pay for the upgrade. The way this was handled was not only unprofessional but inhumane.This entire episode was deeply humiliating, emotionally harmful, and completely unacceptable, particularly given the extreme medical and emotional stress we were already under. The lack of empathy, decency, and professionalism from your staff is something I will never forget.
Leora Brisblat
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United charged more to cancel than the ticket cost — zero value retained
Warning to travelers:* United’s Basic Economy is a trap. I paid $73.48 for a flight, but the cancellation fee is $74.50. You lose everything even if you try to cancel. This is a zero-value policy designed to profit from your misfortune. Beware.#UnitedAirlines #ScammyPolicies
ahmed naguib
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We took a flight from the USA to…
We took a flight from the USA to Germany, and it was a nightmare from the very beginning.First, I wasn’t allowed to check in online and was told I had to do it at the airport. As a result, my husband and I had to sit separately on the flight. Later, they took our hand luggage at the gate to be checked in because the flight was fully booked and there was no overhead space left. Since we had food in our hand luggage that we couldn’t carry in checked baggage, we had to leave it behind. When my husband asked why we weren’t informed about this earlier, the staff member in charge threatened to remove us from the flight and put us on the next one.Other passengers were also upset, especially those with tight connections, because they were told they would need to collect their checked hand luggage in Germany before continuing. Understandably, they were concerned about missing their connecting flights, especially since they had only an hour to make the connection. When they raised these concerns, the UA staff responded rudely.When it came to the meal service, they had already run out of the chicken or meat options by the time they reached our row and could only offer pasta with red sauce, which tasted terrible. I didn’t complain, as I understand it’s possible for food to run out.The next morning, they served breakfast along with drinks. I needed to take my medication, so I immediately asked the server for a cup of coffee and a bottle of water. She only gave me coffee. When I reminded her about the water, she said, “Do you need anything else, or else I’ll have to go and come back again?” (referring to the cart she was pushing). I politely said “No,” and didn’t mention the water again.There was an elderly woman seated next to me, probably in her 80s, who asked for both juice and water. The server gave her only juice. When the woman reminded her about the water, the server became visibly annoyed and snapped, “Can you tell me things at once so I don’t have to go back four times?” I stepped in and said that the lady had already asked, just like I had, but the server clearly hadn’t listened properly. Instead of acknowledging the mistake, she kept arguing and said, “If you don’t say things at once, it takes 4–5 minutes to serve one person.”At that point, I honestly wondered if she had hearing issues.To top it all off, the toilet seat was covered in urine. I had to report this to a flight attendant (although I understand this may have been caused by other passengers, and it can happen if not cleaned promptly).Overall? Never again.
Israt Jahan
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Avoid Lufthansa/United codeshare flights
I regularly fly (Business Class) from London to Denver, Colorado, usually direct with British Airways (rarely less than excellent!) from Heathrow. For my latest trip, however, the BA fare was far more than usual, so I thought I’d try flying from Birmingham (actually closer than Heathrow to my home) via Frankfurt with Lufthansa. Bad mistake!!The outbound flight from BHX to FRA, operated by CityJet, was fine, except that the well-intentioned cabin crew announcement advised the wrong gate for my onward connection, resulting in a frantic dash from gate A62 to gate Z62 at FRA! The Airbus A350 flight from FRA to DEN would have been fine, except for the outdated Business Class cabin configuration, which meant that, when my aisle seat was fully reclined to become a flat bed, my neighbour in the adjacent window seat was unable to access the lavatories without waking me to ask for my seat to be retracted (British Airways provides individual “pods” in its A350 Business Class cabin).Where things really went tits up was the return journey, where the DEN/FRA leg was operated by United Airlines, under a codeshare arrangement. Nothing unusual here, except that Lufthansa and United appeared unable to share information between their individual silos. When it came time to check-in, the Lufthansa app transferred me to the United website, where my Lufthansa confirmation number was not recognised, so I was unable to check-in, select a seat or check my luggage. United referred me back to Lufthansa, who transferred me back to United, in an endless loop! Attempts to contact Customer Services at either airline proved unsuccessful, as I was unable to speak with a human agent: Lufthansa’s AI agent repeatedly referred me to United, whilst United’s AI agent repeatedly refused contact with a human agent without a confirmation number, which it did not recognise.Eventually, I thought to try using my ticket number, which the United website recognised, but which related to a totally different confirmation number to that provided by Lufthansa. This at least enabled me to check-in for the first flight, which was just as well, as I was able to select only the last remaining seat: it later transpired that the flight was over-booked so, had I not managed to claim the last remaining seat, I would have been bumped from the flight! I was unable, however, to check-in for the connecting flight or to check luggage. I was later able to check-in for the connecting flight using the Lufthansa app and the original Lufthansa confirmation number, and then to check my luggage at the United website using the United confirmation number. In total, the check-in process took me over an hour!I had originally requested, via the Lufthansa app, wheelchair assistance at all 3 airports; given my experience with check-in, however, I thought that I’d better check. Just as well, as Lufthansa online chat advised that such assistance had not been booked! The agent was able to book assistance at BHX, but advised that I needed to contact United to book assistance at DEN and transfer assistance at FRA. The United website advised that assistance could be booked via the “My Trip” page; this, however, advised that I had no current trip booked! It recognised neither the original Lufthansa confirmation number, nor the United confirmation number discovered later. In desperation, I called the main United telephone number, only to be advised that the queue to speak with someone was 20-30 minutes long, and that my call would be transferred to a text messaging service. This did not happen, but the call terminated.I fly tomorrow. Whether wheelchair assistance materialises remains to be seen, but at least I have managed to check-in and, hopefully, will have a seat on the first leg of my journey.I shall NEVER again book a flight with Lufthansa or United! By comparison, British Airways’ app and website are models of usability!
Mr. David Farman
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Poor Customer Service and Unreasonable Compensation
I booked a ticket for my family with United Airlines, and it was clearly stated that the ticket was cancellable. I even added travel insurance for extra protection. However, when I contacted customer service, I was told that the ticket was an “Economy” fare and therefore non-refundable, despite the information I saw during the booking process.What’s worse is that the proposed compensation was higher than the original ticket price, which makes absolutely no sense. On top of that, the customer service representatives were rude and unhelpful, which only made the situation more frustrating.This was a very disappointing experience, and I will not be booking with United Airlines again.
Abdullah Alarjani
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An absolute dumpster fire
In December of last year, I bought 2 1-way tickets through United for me and my wife from Belo Horizonte to Québec, a decision I regret deeply. Because of a family emergency and visa delays, we had to cancel the trip a few days after booking. I requested a refund, but this train wreck of a company denied my request. Instead, they gave me 2 "future flight credits," under our names, to be used later, with the combined value of roughly 1300 USD.Fine, I took it; the credits are valid for one year. About a week ago, I decided to give these credits to a family member, so United, a 6.55 billion dollar company, would not just pocket my money for nothing. I then discovered these credits are not transferrable, because why would anything ever be in favor of the customer, right? Great, I contacted them to see what could be done, and I was told, BY THEM, I could contact them with yet another refund request, asking to have these credits converted to "travel certificates," which essentially means they'd become transferrable; they just couldn't be used to book flights in another company.Fast forward to today; I received an email DENYING my conversion request because apparently, "Travel credits are no longer offered." ZERO EXPLANATION AS TO WHY THAT'S THE CASE. So, now I'm stewing in rage while writing this review, because this is the only way I can, maybe, and that's a big maybe, get my money back. I'm a student in the first year of my PhD; there's absolutely no possibility of me being able to make a trip before these credits expire, and even if I could, I obviously don't have the funds to do so. But hey, why would, and I repeat, a 6.55 BILLION dollar company, allow the vast fortune of 1300 USD to be transferrable? I guess I'm the greedy one.If you ever, for any reason, decide to travel with United, just don't. Take another airline, a train, a bus, a car, a bicycle, a horse, hell, even powerwalk there, but do not give these trash goblins even a single dime. They deserve nothing. My heart goes out to their low-level employees, who were nothing if not helpful and willing. They are the only glimpse of humanity left in this void of greed they call a corporation.
Felipe Emrich
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Horrible pricing for a one way flight
Horrible pricing for a one way flight. After speaking with an agent to change my return trip to a one way they ended charging me MORE for the one way than I was paying for the return trip.
Gabrielle Steinberg
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