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“Awful experience ”
Review of United Airlines


Reviewed 18 August 2017 via mobile

I have been canceled due to "Air traffic control" AKA Fog twice. I had to drive to my destination of Redding CA upon arrival and upon departure was held or delayed one hour so in turn missed my connection. Now I have to fly from SFO to Chicago and then home to Dallas. RED EYE.....No apology, I am very disappointed with customer service and I will NEVER choose this airline ever again. I do fly weekly for work - normally Southwest. United does not hold a candle to SWA. You stink and you can keep it. I'll never fly you again!

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank Kate D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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6,149 - 6,153 of 20,642 reviews

Reviewed 18 August 2017

Service at the counter to check in a luggage is terrible. No acknowledgement of the customer's presence or at least say "I'll be right with you. Let me just finish what I am doing" would have been a good gesture. No smile. A smirk would have done it better. They don't want to provide their names when ask, yet they have a name tag, but turned around. A "lead person" came to assess the situation but he made it worse. He doesn't want to provide his name. Being a lead person, I would expect that he would know how to de escalate a situation, but he made it worse. He is an embarrassing item to the establishment of the "friendly skies". I strongly think that he is not a caliber of a lead person, nor does he deserve the title and the position. One staff person, Diquan, was nice enough to try to help and assess the situation. He is the "friendly skies". A manager came and listened, She was polite and courteous. She upgraded us to premium economy (we're fine to seat in rear economy, tho seats are cramped) but thank you Barbara. You represented yourself very well. You're part of the real "friendly skies" We take a vacation outside the country every year, and a couple of domestic flights in the U.S. every year or two. Does Toronto count? Fly another airline if you have a choice.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Legroom
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank itchyflipfeet4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 August 2017

I rated 3 stars due to the flight being delayed twice, however the flight attendants in first class were really accommodating, friendly and attentive. The seats had phone and laptop chargers and of course the drinks were mixed nicely. The food wasn't the best this time around which surprises me since the meals offered are normally decent. Overall we will continue to fly United as I love the service and prices.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank LC07110224
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 August 2017

For our return trip home (Phoenix), from San Francisco, on August 15, 2017, we flew UA2428, on a Boeing 737-800 (738), #3516. I had expected that we might fly on the same aircraft, as on our inbound flight (#3291), as it normally goes back and forth, between PHX-SFO-PHX. However, this ship came in from YVR, to SFO, and then to PHX. As with our inbound craft, this 738 was from the pre-merger Continental fleet, and had DirectTV, which is free in First Class, and via a credit card swipe, available in E/E+.

We were in our “favorite seats,” Row 2, E&F.

On this flight, there were some differences:
On inbound flight, a few days before, there were United earbuds provided. This was the first time that we had seen such, on a domestic UA flight. We did not use them, as we had our own, but made note of this “addition.”
Normally, UA has a pre-departure beverage service for FC. This did not happen on UA2428.
There were scented, hot towels handed out in FC. Usually, we only see this on international flights, in BC/FC (now transitioning to Polaris Class).

We were scheduled to depart SFO T3 Gate 71A, but the plane at that gate, bound for Aspen, CO (ASE) was not pushing back on time. No reason was given. Our flight-tracking Apps showed that UA2428 had landed, but was nowhere to be seen. Suddenly, all of our Apps chimed that the new gate was going to be T3 Gate 88. We verified the gate-change, and headed off. Now, 71A to 88 does not sound that far, but 71A is at the edge of the East Pier, while Gate 88 is at the end of the West Pier. We hurried over, and arrived, just as the first passengers were deplaning.

One thing that I observed at Gate 88 (T3 West Pier SFO) was a little stand at the desk, with bottled water, and snacks, available to passengers. I had seen similar at a few other airports, but do not recall seeing any at SFO, and never at PHX. Interesting.

We boarded pretty much on-time, and there was a fairly quick turnaround of the YVR-SFO flight. That *might* have accounted for the lack of pre-departure beverage service, and being international, perhaps would explain the hot towels? As we have high status, and branded UA credit cards, we were in the very first group to board – even before Group 1. We had everything stored in the ample overhead bins, before the first of Group 1 even got down the jetway. On this flight, our overhead bin was virtually empty, unlike on most UA flights recently.

Another odd note was that there was one seat in FC, which was empty. Odd, because there were 6 passengers, who made the FC Upgrade, with 24 others on the list. Initially, the plane had vacant seats in E+, but with a “stand-by list” of 27, the rear of the plane was filled. Why no one from that FC Upgrade list filled that one seat, is a mystery to me. I have not seen an empty FC seat on a UA flight, in years, and especially with so many on the list, it does not make sense to me???

We settled in, turned on the DirectTV, and got comfortable for the short (01:45 scheduled) flight home to PHX. On this flight, the DirectTV had a glitch, where the signal was lost for a few moments, but otherwise, functioned perfectly. Now, on the sCO 738's, the DirectTV equipment takes up some underseat storage, but not that bad. The seats are comfortable, with adequate legroom, and recline. Only a bit of the footwell space is occupied by the IFE equipment.

This 738 did not have the newer “Dreamliner” ceiling, or lighting.

We took off on Runway 19L, so had an evening view of San Francisco Bay. However, being on the starboard side of the plane, we could not see any of the City. Also, the fog (had been around for all of this short trip) was over most of the City, and the Bay, but still made for some interesting sunset views – departure was 7:21pm, and scheduled 7:14pm, so very close, and especially with the gate change.

We got a glass of the Tiamo Prosecco (wife), and a glass of the new Uma, Cabernet Sauvignon, Mendoza, Argentina ‘15. The former is our usual “sparkler,” but the Uma was a recent addition. It was rather thin, and not the best, recent red on UA domestic flights. UA Master Sommelier, Mark Frost needs to look into the Uma, as he’s done better in the recent past. We declined the passed snacks, as we had just eaten at SFO, at the Union St Gastropub, right next to Gate 71A!

I noticed that this was our 54th flight on UA in 2017, and the 60th flight on all airlines. We also made 101,500 on UA this year. Guess we DO fly quite a bit, and have dozens of flights (mostly domestic, but several international) booked yet.

Our flight was smooth, and service very good. Even with the significant gate change at SFO, the Gate Agents did a great job. We landed at PHX, 8 mins early, and taxied to Gate 8 at T2. Our luggage arrived at Carousel 4 (normal), and ours was the 3rd and 5th bags off, so we were headed home, and it wasn’t even 10:00pm yet.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank The_Loup_Garou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 August 2017

On August 13, 2017, we flew United Airlines flight UA1677 from Phoenix (PHX) to San Francisco (SFO) for our monthly (and often much more frequent) trip to SF. This was the 12:56pm flight, due to arrive at 3:41pm. We often take the earlier flight, but as we had nothing scheduled, beyond dinner, this one worked well for us, and we had recently returned from a 16 day trip to Australia, so did not mind sleeping in a bit, as we were still fighting a bit of jet-lag..

We flew a Boeing 737-800 (738) plane, #3291, which was from the Continental side of the merger, and had DirectTV (free in First Class, and via a credit card swipe in E/E+). We had our favorite seats, Row 2 E&F. A few positives with the Row 2 seats: there is underseat storage, unlike with the Row 1 (bulkhead) seats; the overhead bins do not have any safety equipment, etc.; the DirectTV screens are in the rear of the Row 1 seats; these seats have full recline, unlike the Row 4 seats. UA has configured the 738's (all versions) with 4 rows of 2-2, in FC, and then 25 rows of 3-3 in E/E+. Note: Row numbers are not consecutive, in that the numbering skips from 4 to 7 between FC and E+, then skips again, at the over-wing exits from 15 to 20.

Our FC seats were comfortable, with good legroom, however, with the DirectTV equipment, the foot wells are a bit tighter, than on the UA 738's with streaming PDE. Still, this did not prove to be an issue for either of us. The podium, between our seats, had a table top, and an extendable tray, though that was narrow. The life vests are stored at the bottom of that podium. There were also life rafts in a ceiling compartment, above Row 2. This 738 did not have the “Dreamliner” ceiling, or lighting.

On our flight, the DirectTV worked fine, though on a few others, there have been connection issues. In our case, it was nice having the DirectTV, as we got to watch the “PGA Championship” final round, though not complete to the finish.

We started our morning with Champagne in the United Club at PHX. Our flight was scheduled to depart from Gate 3, but was moved to Gate 5, closer to the Club. This was the first time that we had flown out of Gate 5, in a few months. Our ship was a few minutes early, arriving from SFO (this plane does a “yo-yo,” between SFO and PHX), so we boarded on time.

Boarding was smooth, and as we have priority boarding, due to status and affinity credit cards, we were quickly settled into our seats, with a glass of the Tiamo Prosecco in hand, as our pre-departure beverage. We departed 04 mins late, so virtually “on-time.”

During the flight, there was a beverage service (more Prosecco) and passed snacks. In our case, we tried the Skinny Pop Popcorn and the Paqui Nacho Chips. There were nuts, and some cookies, that we passed on. Our selected snacks were fine.

Our flight, scheduled for 1:49 hrs, only took 1:23 (about the average flight time for the PHX-SFO flights. We arrived at SFO, Gate 64 (East Pier of T3 at SFO) 0:29 early. Our baggage was delivered to Carousel 2 (basically, the opposite end of SFO, from our arrival gate, on the East Pier of T3. Still, it was out quickly – sometimes the “Priority Luggage” tag works, but sometimes it does not.

In all, a very good flight, with no glitches. Our cabin crew was excellent, and as is becoming more common, we had flown with two members of that crew on previous flights. One realizes they are flying too much, when half of the Flight Attendants and then all of the Gate Agents (at a dozen airports) are on their “holiday card list... “ In reality, it is always nice seeing familiar faces.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank The_Loup_Garou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC