United Airlines Reviews, Complaints and Passenger Problems

United Airlines is a major U.S. airline offering domestic and international flights, United Express regional service, MileagePlus rewards and cabin options ranging from Basic Economy to United Polaris international business class. This page examines United Airlines reviews and complaints involving delays, cancellations, baggage, wheelchair assistance, rebooking, refunds and customer service.

Quick Verdict: United Airlines operates an extensive domestic and international network, but the two passenger reviews currently published on ZeroStars are strongly negative. One review describes delayed wheelchair assistance and problems with boarding and cabin service. The other describes repeated travel disruptions, a lengthy tarmac wait, lost or damaged baggage and difficulty obtaining satisfactory rebooking or overnight assistance.

United Airlines Reviews and Complaints

As of July 21, 2026, ZeroStars has two published United Airlines reviews and an overall rating of -4 stars.

Two reviews are not enough to establish how every United passenger experiences the airline. The rating represents the travelers who chose to submit feedback to ZeroStars rather than a scientific survey of United’s complete passenger base.

Current United Airlines Complaint Themes on ZeroStars

The reviews currently published on this listing discuss:

• Wheelchair assistance: One reviewer says assistance requested in advance was delayed and poorly coordinated.
• Boarding problems: The same reviewer questions the boarding order and service received while traveling in a premium cabin.
• Cabin maintenance and service: The reviewer reports an inattentive cabin experience and a broken tray table.
• Multiple gate changes: Another traveler describes repeated gate changes and boarding disruptions.
• Tarmac delay: The second review reports spending approximately four hours on the aircraft while it remained on the ground.
• Lost or delayed baggage: The traveler says checked baggage did not arrive as expected.
• Damaged property: The review also describes baggage or personal property being damaged.
• Hotel and transportation assistance: The reviewer says no satisfactory overnight accommodation or transportation was provided.
• Rebooking problems: After several attempts to travel, the reviewer says replacement tickets were purchased on another airline.

These are individual passenger reports. ZeroStars has not independently determined the cause of each delay, the contractual responsibility for each expense or whether every described event was under United’s control.

United Airlines Pros and Cons

Potential Advantages

• Large route network: United operates domestic and international service and connects with partner airlines through the Star Alliance network.
• Major U.S. hubs: United offers substantial service through airports including Chicago, Denver, Houston, Los Angeles, Newark, San Francisco and Washington Dulles.
• Multiple cabin choices: Available products can include Basic Economy, United Economy, Economy Plus, United First, United Premium Plus and United Polaris business class.
• MileagePlus program: Travelers can earn and redeem miles and may receive elite-status benefits.
• Mobile self-service tools: The United app can assist with flight status, boarding passes, rebooking and baggage tracking.
• Partner rebooking: United has committed to rebooking qualifying passengers on partner airlines during certain controllable disruptions.

Potential Disadvantages

• Fare restrictions: Basic Economy and other discounted tickets may include limits involving changes, seat selection and baggage.
• Additional fees: Checked bags, preferred seats, Economy Plus, pets, lounge access and other services can increase the total trip cost.
• Hub disruption effects: Weather, air-traffic congestion or operational problems at a major hub can affect many connecting itineraries.
• Connection risk: A delay on one segment can result in a missed connection and longer rebooking process.
• Regional variation: Some flights operate as United Express through separate regional carriers, aircraft and airport-service providers.
• Complaint complexity: Separate processes may apply to tickets, refunds, baggage, accessibility and reimbursement claims.

United Airlines Flight Delay and Cancellation Complaints

A delayed or canceled flight can have different causes and remedies. Possible causes include:

• Severe weather;
• Air-traffic control restrictions;
• Airport congestion;
• Aircraft maintenance;
• Crew availability;
• Technology or reservation-system problems;
• Late arrival of the aircraft;
• Security events;
• Airport equipment problems; or
• Conditions affecting another airport on the itinerary.

The reason matters because United’s meal, hotel and ground-transportation commitments generally apply to qualifying disruptions considered within the airline’s control. Weather and air-traffic control disruptions may be treated differently.

What to Do When a United Flight Is Delayed

1. Open the United app or My Trips.
2. Check the updated departure time and gate.
3. Review available self-service rebooking options.
4. Confirm whether a connection remains possible.
5. Ask United to identify the stated cause of the delay.
6. Ask whether meal, hotel or transportation assistance applies.
7. Save screenshots of every schedule change.
8. Keep receipts for necessary expenses.
9. Do not cancel the reservation without understanding how it will affect refund and rebooking rights.

When Is a Passenger Entitled to a Refund?

Under current U.S. Department of Transportation rules, a passenger may be entitled to a refund when United cancels a flight or significantly changes or delays the itinerary and the passenger chooses not to travel or accept replacement transportation, a voucher or other compensation.

Current significant-change examples include:

• Arrival at least three hours later on a domestic itinerary;
• Arrival at least six hours later on an international itinerary;
• Departure from or arrival at a different airport;
• An itinerary with additional connections;
• An involuntary downgrade; or
• Certain accessibility-related aircraft or connection changes.

A passenger who accepts the replacement flight and completes the trip is generally not entitled to a full airfare refund merely because the service was delayed or unsatisfactory.

Refund Versus Rebooking

• Choose a refund when the qualifying disruption makes the trip no longer useful and you do not plan to accept United’s replacement transportation.
• Choose rebooking when you still need United to transport you to the destination.
• Do not accept a travel credit automatically without comparing it with a refund to the original payment method.
• Confirm what happens to all flight segments before canceling one part of a round trip or multi-city itinerary.

United’s refund request form is available at United Refunds.

United Airlines Meal and Hotel Assistance

For qualifying cancellations or significant delays within United’s control, United currently commits to:

• Rebooking passengers on United without an additional fare;
• Rebooking on a partner or another airline with which United has an agreement;
• Providing a meal or meal voucher when the wait reaches at least three hours;
• Providing a hotel for an overnight disruption; and
• Providing transportation between the airport and hotel.

These commitments do not automatically apply to every weather, air-traffic control or airport disruption.

Questions to Ask at the Airport

• What is the documented cause of the delay or cancellation?
• Is the disruption considered within United’s control?
• When is the next confirmed United flight?
• Can United rebook the itinerary on a partner airline?
• Does the passenger qualify for a meal voucher?
• Does the passenger qualify for a hotel and transportation?
• How will checked baggage be handled?
• Will accepting the rebooking affect refund rights?

When an agent denies assistance, ask for the reason in writing or save a screenshot of the customer-service conversation.

United Airlines Tarmac Delay Complaints

A tarmac delay occurs when an aircraft remains on the ground with passengers aboard and they do not have an immediate opportunity to deplane.

Federal rules generally require U.S. airlines to:

• Provide food and drinking water no later than two hours after the tarmac delay begins, subject to safety exceptions;
• Keep working lavatories available;
• Provide access to medical attention when needed; and
• Provide passengers with updates about the delay.

Deplaning time limits and exceptions can differ for domestic and international operations. Safety, security and air-traffic control instructions can affect when passengers are permitted to leave the aircraft.

How to Document a Tarmac Delay

1. Record when the aircraft left the gate.
2. Record when the aircraft returned to a gate or took off.
3. Save airline app notifications.
4. Note when food and water were offered.
5. Document whether lavatories remained available.
6. Save any announcements explaining the delay.
7. Retain the boarding pass and itinerary.

Do not interfere with crew instructions or attempt to open an aircraft door. Raise urgent medical concerns with the flight crew immediately.

United Airlines Baggage Complaints

Baggage complaints can involve:

• Delayed checked baggage;
• A bag declared lost;
• Damage to the suitcase or its contents;
• Items missing from a checked bag;
• A bag sent to the wrong airport;
• Delivery delays;
• A mobility device or specialty item being damaged; or
• Disagreement over reimbursement.

Report the problem as soon as possible. Waiting can make it more difficult to establish when and where damage occurred, and contractual or international claim deadlines may apply.

Delayed Baggage Steps

1. Report the missing bag before leaving the airport whenever possible.
2. Obtain a baggage file-reference number.
3. Confirm the delivery address and contact information.
4. Track the bag through United’s baggage system.
5. Keep receipts for reasonable necessary purchases.
6. Do not discard the original baggage claim checks.
7. Submit a reimbursement claim with itemized receipts.

View United baggage help and claim options.

Refund of a Checked-Bag Fee

DOT rules can require a refund of the checked-bag fee when baggage is lost or significantly delayed and the traveler files a mishandled-baggage report.

Current significant-delay periods are generally:

• Domestic itinerary: More than 12 hours after arrival;
• International itinerary of 12 hours or less: More than 15 hours after arrival; and
• International itinerary longer than 12 hours: More than 30 hours after arrival.

A baggage-fee refund is separate from reimbursement for reasonable expenses caused by the delay.

Damaged Baggage and Missing Contents

Inspect checked baggage before leaving the airport. Photograph:

• Cracks and punctures;
• Broken wheels or handles;
• Torn fabric;
• Missing straps;
• Damaged locks;
• Opened compartments; and
• Any damaged contents.

Normal wear, minor scratches, overpacked baggage and certain fragile or excluded items may be treated differently from compensable damage.

Damaged Bag Claim Checklist

• Boarding pass;
• Bag tag and claim check;
• File-reference number;
• Photographs;
• Purchase receipt or estimated value;
• Repair estimate when appropriate;
• List of missing or damaged contents; and
• Written response from United.

Wheelchair Assistance on United Airlines

United offers wheelchair and mobility assistance for travelers who need help moving through the airport, boarding, making connections or deplaning.

Travelers can request assistance:

• While booking;
• Through My Trips;
• By calling the Accessibility Desk;
• During check-in; or
• From airport staff.

United Accessibility Desk: 1-800-228-2744

Requesting assistance in advance can help United prepare, but a traveler who needs routine wheelchair assistance should still speak with airline staff when arriving at the airport.

Before Travel

1. Add the assistance request to the reservation.
2. Call the Accessibility Desk when the request is complex.
3. Confirm the request before departure.
4. Arrive with enough time for assistance and security screening.
5. Tell staff whether assistance is needed to the gate, aircraft door or seat.
6. Confirm assistance for every connection and destination.
7. Keep medications and essential equipment in carry-on baggage.

What Is an Airport Complaint Resolution Official?

A Complaint Resolution Official, or CRO, is an airline employee trained to address disability-related air travel concerns.

A traveler can ask for a CRO when:

• Requested wheelchair assistance does not arrive;
• Boarding or deplaning assistance is inadequate;
• A mobility device is mishandled;
• A seating accommodation is disputed;
• Preboarding is denied;
• Staff do not understand an accessibility requirement; or
• Another disability-related issue remains unresolved.

The CRO can be available in person or by telephone and should have authority to address the issue on behalf of the airline.

At the airport, ask specifically: “Please connect me with United’s Complaint Resolution Official.”

How to File a Disability-Related Complaint

Send a disability-related written complaint promptly. Airlines ordinarily are not required to address complaints submitted more than 45 days after the incident unless DOT refers the matter to the airline.

A useful complaint should include:

• Passenger name and contact information;
• Date and flight number;
• Origin, connection and destination airports;
• Assistance requested;
• When the request was made;
• What occurred;
• Whether a CRO was requested;
• The names or descriptions of relevant personnel;
• Supporting documents; and
• The resolution requested.

Airlines must provide a written response directly addressing a timely disability-related complaint within 30 days.

Passengers can also contact the DOT disability hotline at 1-800-778-4838 or file a complaint through the DOT air travel complaint process.

United Airlines Boarding Complaints

Boarding order can be affected by:

• Preboarding for passengers who need additional time or assistance;
• Active-duty military personnel;
• Families with young children;
• Global Services and Premier status;
• Cabin and fare type;
• Aircraft or gate conditions; and
• Operational changes.

A first-class or Group 1 boarding pass does not necessarily mean the passenger will board before people who qualify for preboarding or another priority category.

A traveler requiring additional time or assistance should speak with the gate agent before boarding begins and ask whether preboarding applies.

United Airlines Cabin Service Complaints

Cabin complaints can involve:

• A broken tray table or seat;
• Inoperative entertainment;
• Unavailable Wi-Fi;
• A paid seat or cabin feature not being provided;
• Meal availability;
• Cleanliness;
• Crew interaction; or
• An involuntary downgrade.

Report a safety or equipment concern to the crew during the flight when possible. Take photographs only when doing so is safe and permitted and does not identify unrelated passengers.

Requesting a Service-Fee Refund

A passenger may be entitled to a refund of an optional-service fee when the paid service was unavailable through no fault of the passenger. Examples can include:

• A paid seat that was not provided;
• Unavailable Wi-Fi;
• A paid upgrade that was not honored;
• A paid baggage service not provided; or
• An involuntary downgrade.

Keep the receipt and submit the request through United’s refund form.

How to Request Reimbursement From United

A ticket refund and expense reimbursement are different requests.

• Refund: Returns the price of an unused ticket or optional service when the passenger qualifies.
• Reimbursement: Seeks repayment for reasonable expenses such as meals, a hotel or essential items caused by a disruption or delayed bag.
• Compensation: May include a voluntary voucher, miles or another goodwill offer.

Expense Reimbursement Checklist

• Ticket number and confirmation code;
• Flight numbers and dates;
• Documented cause of the disruption when available;
• Receipts;
• Hotel invoice;
• Transportation receipts;
• Meal receipts;
• Baggage report;
• Previous case numbers; and
• A concise explanation of why each expense was necessary.

Submit post-travel concerns through the United Customer Care form.

How to Escalate a United Airlines Complaint

Step 1: Seek Assistance During Travel

• Use the United app or airport customer-service desk.
• Ask for a supervisor when the issue cannot be resolved.
• Ask for a CRO for a disability-related problem.
• Obtain baggage and disruption case numbers.

Step 2: Submit a United Customer Care Request

Include the flight, date, route, ticket information, concise timeline, supporting documents and requested resolution.

Step 3: Use the Correct Specialized Form

• Ticket or fee refund: United refund form
• Delayed or damaged baggage: United bag-help and claim forms
• Accessibility concern: Customer Care and Accessibility Desk
• MileagePlus issue: MileagePlus support

Step 4: File a DOT Complaint

Travelers may file a complaint with the U.S. Department of Transportation when an airline or ticket agent does not resolve an air-service or disability-related issue satisfactorily.

File a DOT air travel complaint.

United Airlines Contact Information

• Reservations and general travel support: 1-800-864-8331
• Accessibility Desk: 1-800-228-2744
• Corporate phone: 1-872-825-4000
• Corporate headquarters: 233 South Wacker Drive, Chicago, IL 60606
• Official website: United.com
• Help Center: United Help Center
• Customer Care: Submit a complaint or compliment
• Refunds: Request a United refund
• Baggage help: United baggage help
• Accessible travel: United accessible travel information

United Airlines Trustpilot Reviews

Trustpilot’s unclaimed profile connected with the United.com domain currently has a predominantly negative rating. Recent reviews discuss delays, cancellations, baggage, booking problems, customer support and pricing, while a smaller number praise individual employees or positive airport interactions.

Trustpilot notes that United has not invited reviews through that profile, so its reviewers may not represent United’s full passenger population.

View United reviews on Trustpilot.

How to Write a Useful United Airlines Review

Have you flown with United Airlines or United Express? Leave a review describing your firsthand experience.

A useful review should include:

• The approximate travel date;
• The flight number or route;
• The cabin or fare type;
• The scheduled and actual departure or arrival times;
• The documented cause of a disruption when known;
• Whether rebooking was offered;
• Whether meal, hotel or transportation assistance was provided;
• Any baggage report or accessibility request;
• How customer service responded;
• The resolution requested; and
• Whether the matter was resolved.

Positive reviews are also welcome. Explain which airport, crew member, customer-service representative or travel feature made the experience successful.

Privacy warning: Do not post complete ticket numbers, confirmation codes, passport details, baggage claim numbers, MileagePlus numbers, payment information or private medical information. Remove other passengers’ faces and personal details from uploaded images.

Rate United Airlines From -5 to +5 Stars

Use the ZeroStars scale to rate your genuine United Airlines experience:

• 🔴 -5 Stars: Severe problems or an extremely negative experience
• 🟠 0 Stars: A neutral, mixed or inconclusive experience
• 🟢 +5 Stars: An exceptionally positive experience

Explain whether your rating concerns the booking process, airport service, accessibility, delay, cancellation, cabin, baggage, refund, MileagePlus program or customer support.

Related Airline Review Resources

• JetBlue Reviews and Complaints
• Air Canada Reviews and Complaints
• Find a Company or Leave a ZeroStars Review
• DOT Airline Customer Service Dashboard
• Airline Passengers With Disabilities Bill of Rights
• DOT Airline Refund Information

Why Rely on ZeroStars?

When 1 Star Is Too Much, ZeroStars gives passengers and consumers a wider way to describe their experience. Our rating scale runs from -5 to +5 stars, allowing reviewers to report severe problems, neutral outcomes and exceptionally positive service.

ZeroStars separates official airline information from passenger-submitted reviews. We do not invent broad praise or complaint trends when only two reviews are available, and we distinguish passenger allegations from documented airline policies, regulatory rights and independently established findings.

Page Update Note

This United Airlines reviews and complaints page was updated on July 21, 2026. Review counts, ratings, routes, fees, support numbers, baggage procedures, accessibility policies and passenger-rights rules may change after publication.

Disclaimer

ZeroStars is an independent review website and is not affiliated with, endorsed by or operated by United Airlines, Inc., United Airlines Holdings, Inc., United Express, MileagePlus or the Star Alliance.

Reviews reflect individual opinions and reported experiences. This page provides general consumer information and is not legal or travel advice. Passenger rights can depend on the itinerary, ticket, jurisdiction, cause of disruption, contract of carriage and individual circumstances.

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