United Airlines Reviews & Complaints

United Airlines reviews and complaints cover flight delays, cancellations, missed connections, rebooking, refunds, travel credits, baggage, seat assignments, MileagePlus, accessibility, airport service and customer care. Many passengers value United’s extensive route network, international partnerships, mobile app and employees who help during difficult trips. Other travelers report serious frustration involving disrupted itineraries, delayed or damaged bags, refund decisions, accessibility assistance and difficulty obtaining a satisfactory post-travel response.

United operates mainline flights and sells itineraries that may include United Express regional service or another partner airline. The operating carrier, ticket seller, baggage handler and airport involved can affect which company controls a problem. A useful review should identify both the United flight number and the airline that actually operated the affected segment.

This Zero Stars guide examines recurring positive and negative themes in United Airlines customer feedback. You can also share your own experience and rate United from -5 stars to +5 stars.

As of August 2026, Zero Stars has two published United Airlines reviews and an overall rating of -4 stars. This is a strongly negative result, but two reviews are not enough to establish how every passenger experiences the airline.

The current rating summarizes experiences voluntarily submitted to Zero Stars rather than a scientific survey of United’s complete customer base. Travel outcomes can vary by airport, route, operating carrier, aircraft, fare, weather, disruption and employee interaction.

Complaint Themes in Current Zero Stars Reviews

• Wheelchair assistance: One reviewer alleges that assistance requested in advance was delayed and poorly coordinated.
• Boarding and cabin service: The same reviewer questions the boarding process and reports an unsatisfactory premium-cabin experience.
• Cabin maintenance: The reviewer reports a broken tray table and service concerns.
• Repeated travel disruptions: Another reviewer describes changing gates, interrupted boarding and several unsuccessful attempts to travel.
• Tarmac delay: That passenger reports remaining on an aircraft for approximately four hours while it was on the ground.
• Baggage problems: The review describes luggage that did not arrive as expected and property damage.
• Overnight assistance: The reviewer says satisfactory hotel or transportation help was not provided.
• Rebooking: The passenger reports ultimately purchasing replacement tickets on another airline.

These statements are individual passenger reports and allegations. Zero Stars has not independently determined the cause of each disruption, the responsibility for every expense or whether all reported events were within United’s control.

An itinerary displaying a United flight number may involve more than one company. Before filing a complaint, identify:

• The airline that sold and issued the ticket
• The airline that operated each flight
• Whether a United Express regional carrier operated the segment
• Whether a Star Alliance or other partner airline was involved
• The airport or contractor that handled check-in, wheelchair assistance or baggage
• Whether the ticket came from United, a travel agency, credit-card portal or other seller

United may control its own flight and customer-care decision while a partner controls another segment. A travel agency or online booking site may need to process certain voluntary changes or refunds for a ticket it issued. Baggage responsibility can also depend on the itinerary and carrier that handled the final segment.

State what United did and what another company did separately. This produces a more accurate review and helps direct the complaint to the organization with authority to resolve it.

Positive United reviews often emphasize the airline’s route network, international options, useful app, loyalty benefits, cabin choices and employees who communicate clearly or solve problems during travel.

Large Domestic and International Network

United operates an extensive network through major U.S. hubs and serves many international destinations. Travelers may choose United for a nonstop route, convenient connection or access to destinations served with partner airlines.

A large network can provide alternatives when seats are available, but a major hub disruption may affect many connecting flights at once. A positive review should identify whether the itinerary operated as scheduled and whether the connection time was reasonable.

Star Alliance and Partner Connections

United’s Star Alliance membership can make it easier to combine United and international partner flights, earn or redeem miles and access reciprocal benefits when eligible. Travelers may appreciate a single itinerary covering several countries or airlines.

Partner travel can also create different seat, baggage, upgrade and customer-service rules. Verify the operating carrier’s requirements for every segment rather than assuming United policies apply throughout the trip.

United App and Digital Travel Tools

Passengers often praise the United app for flight status, boarding passes, seat maps, notifications, baggage tracking and self-service rebooking. During some disruptions, the app may display alternatives more quickly than a crowded airport service line.

Digital options work best when the reservation is correctly linked and replacement flights are available. A complex partner ticket, accessibility need or ticketing error may still require an agent.

Cabin and Seat Choices

United offers products that may include Basic Economy, United Economy, Economy Plus, United First, United Premium Plus and United Polaris business class. Travelers can choose among different prices, seating space, services and flexibility.

A positive cabin review should identify the aircraft, route and product purchased. Equipment substitutions and schedule changes can affect the seat and onboard product available on the day of travel.

MileagePlus Benefits

MileagePlus members may value award travel, Premier status benefits, upgrades, partner earning and access to expanded redemption options. Frequent United travelers can find loyalty benefits useful across a large network.

Satisfaction depends on award pricing, availability, upgrade priority, qualification rules and the traveler’s account status. Program terms can change, so older reviews may describe benefits that no longer apply.

Helpful Airport, Cabin and Customer-Care Employees

Some passengers praise gate agents, flight attendants, baggage representatives and reservations employees who communicate clearly, arrange a workable alternative or remain involved until the issue is resolved.

Airline employees may face limited seats or operational constraints during a widespread disruption, but accurate information and respectful communication can substantially improve the experience.

Effective Disruption Recovery for Some Travelers

Positive reviews may describe automatic rebooking, useful app options, baggage rerouting or quick assistance from an airport representative. A smooth recovery can prevent a delay from becoming a much larger trip problem.

The most useful review explains the original itinerary, stated cause, replacement flight, final arrival time and assistance United provided.

United Airlines complaints vary by route, airport, operating carrier, fare, disruption cause and travel date. The themes below appear in public reviews and complaint discussions, but they are individual reports and allegations. They do not establish that every passenger will have the same experience.

Flight Delays and Cancellations

Delay and cancellation complaints may involve changing departure times, missed connections, overnight stays, aircraft substitutions or different explanations from the app, gate display and airport employees. Possible causes include weather, air-traffic control, airport congestion, maintenance, crew availability and airline operations.

The reason matters because rebooking, hotel, meal, transportation and reimbursement outcomes may differ. Record the route, flight number, scheduled and actual times, stated cause, notifications and help offered. Save screenshots before information disappears from the app.

Rebooking and Missed Connections

When many flights are disrupted, replacement seats may be limited. Passengers may report an unusable itinerary, long customer-service line, delayed connection, separation from companions or a new flight departing days later.

Check the United app, airport Agent on Demand options, gate staff and reservations at 1-800-864-8331. Before buying a replacement ticket independently, ask whether United can endorse, rebook or authorize another option and obtain written documentation when possible.

Tarmac and Extended Ground Delays

A passenger may board and then remain on the aircraft because of weather, congestion, maintenance, a gate issue or another operational problem. Complaints can involve the length of the wait, cabin temperature, food, water, restroom access and communication.

Record the boarding, door-close, movement and deplaning times as accurately as possible. Keep announcements or messages and explain what assistance was offered. Safety and operational decisions can change quickly, so distinguish what the crew communicated from personal assumptions about the cause.

Refunds and Refund Denials

Refund complaints may involve a canceled or significantly changed flight, unused ticket, duplicate charge, service not provided, downgrade, baggage fee or voluntary cancellation of a restrictive fare. A future flight credit, travel certificate and refund to the original payment method are different outcomes.

Use United’s official refund form and save the request number. Eligibility depends on the ticket, reason, use and applicable consumer rules. The U.S. Department of Transportation refund guidance explains current federal requirements for eligible U.S. itineraries.

Future Flight Credits and Travel Certificates

Passengers may report difficulty locating a credit, understanding an expiration rule, applying it to another traveler or combining it with a new reservation. Different credit types can have different ownership and redemption restrictions.

Save the original ticket number, credit confirmation, issue date, value and written terms. Ask United to identify the exact credit type and explain any travel-by, book-by, passenger or combination rule.

Delayed, Lost or Damaged Baggage

Baggage complaints may involve a bag arriving late, being routed to another airport, sustaining damage or having contents missing. Report the problem at the airport or through United’s baggage tools as soon as possible.

Keep the baggage tag, boarding pass and file reference number. Photograph damage before repair, save delivery updates and retain itemized receipts for essential purchases. United’s Baggage Recovery Center is available at 1-800-335-2247, and passengers can text BAGS to 32050.

Baggage Reimbursement and Claim Deadlines

A delayed bag report is not always the same as a reimbursement or property claim. Passengers may need to submit receipts, an inventory, proof of value or additional forms within a stated period.

Read the claim instructions carefully and keep copies of everything submitted. Ask whether United needs original receipts, photographs, repair estimates or proof that a bag has been declared lost. Do not wait for tracing to finish if a separate written deadline applies.

Basic Economy Restrictions

Basic Economy complaints may concern seat assignment, boarding, baggage, changes, refunds, upgrades or loyalty benefits. The lowest displayed fare may have restrictions that differ by route and current policy.

Review the fare rules before purchase and compare the total cost after seats and bags. A review should identify that Basic Economy was purchased rather than describing all United fares as having the same limitations.

Seat Assignments, Equipment Changes and Downgrades

Passengers may report a changed seat, separated family, unavailable paid seat, aircraft substitution, broken seat feature or movement to a lower cabin. Operational changes can alter the seat map even when a seat was previously selected.

Save the original confirmation, seat receipt, boarding pass and revised assignment. Ask whether the paid seat service was delivered and whether a refund request or Customer Care claim is the correct route.

Upgrade and Premium-Cabin Complaints

Upgrade complaints may involve waitlist priority, an upgrade that did not clear, miles or copay, an aircraft change, unavailable premium seat or service that did not match expectations. Cabin labels and amenities vary by route and aircraft.

Identify whether the upgrade was confirmed, waitlisted, complimentary or purchased. Save the seat receipt, mileage transaction and aircraft-change notice. A service complaint after travel belongs with Customer Care, while a refund request may require the refund form.

MileagePlus Account, Miles and Award Travel

MileagePlus complaints may involve missing miles, account access, award pricing, partner credit, Premier qualification, upgrade instruments or a benefit that did not apply. Some transactions require the ticket number and operating-carrier receipt.

Contact the MileagePlus Service Center at 1-800-421-4655. Keep the MileagePlus number private while saving boarding passes, receipts, partner documentation and screenshots for support.

Accessibility and Wheelchair Assistance

Passengers may report delayed wheelchair assistance, damaged mobility devices, seating difficulties, service-animal questions or communication failures. United’s Accessibility Desk is available 24 hours a day at 1-800-228-2744.

Request assistance before travel when possible and keep the confirmation. If a disability-related issue occurs at the airport, ask for United’s Complaint Resolution Official. Document the airport, flight, time, requested accommodation and response without publishing private medical information.

Family Seating and Traveling With Children

Family complaints may involve seats separated after an aircraft change, stroller or car-seat handling, unaccompanied-minor procedures, boarding or a schedule change that affects the entire party.

Link all travelers to the same reservation when possible, review seats after every itinerary change and contact United promptly if a child is placed away from an accompanying adult. Keep the original and revised seat assignments.

Pet Travel and Service Animals

Travelers may encounter restrictions involving cabin pets, carrier dimensions, destination rules, documentation or service animals. Policies can differ between ordinary pets, trained service animals and emotional-support animals.

Verify the current policy for the operating carrier and destination before travel. United directs service-animal questions to its Accessibility Desk. Avoid publishing medical or disability documentation in a review.

Airport Service, United Club and Onboard Experience

Reviews may address gate communication, boarding, lounge crowding, food, cleanliness, Wi-Fi, entertainment, cabin maintenance or employee interactions. These experiences can vary significantly by airport, aircraft and travel date.

A detailed review identifies the flight, airport, cabin or lounge, paid service and requested resolution. A fee refund may use a different route from a general service complaint.

United Express and Partner-Airline Confusion

Some United-branded itineraries are operated by a regional or international partner. Complaints may arise when the aircraft, seat, baggage rule, service or support channel differs from what the passenger expected.

Check the “operated by” language on every segment. Identify which carrier handled the event and which company issued the ticket before submitting duplicate complaints.

Third-Party Booking Problems

A passenger who booked through a travel agency, online travel site, credit-card portal, cruise company or another airline may be directed back to the seller for certain changes or refunds. This can lead to each company referring the traveler to the other.

Save both companies’ confirmation and ticket numbers, identify who charged the payment method and ask each party to state in writing what it controls. A United flight number alone does not establish that United issued the ticket.

Customer Care Response and Complaint Follow-Up

Some reviewers report a form response, lengthy wait or decision that does not address every requested expense. Others praise a prompt reply or meaningful resolution.

Use the official Customer Care form after travel, present a short timeline and separate each request. Include the ticket, flight, receipts and earlier case numbers. Ask for a written explanation if United denies all or part of the request.

1. Address urgent problems during travel. Use the United app, airport staff, Agent on Demand, text UNITED to 32050 or call 1-800-864-8331.
2. Identify the responsible company. Determine who issued the ticket, operated the flight and handled the affected baggage or airport service.
3. Document the trip. Save the confirmation, ticket receipt, boarding pass, flight number, route, notices and screenshots of rebooking options.
4. File baggage reports promptly. Keep the bag tag, file reference, photographs and receipts. Follow every claim deadline.
5. Use the refund form for eligible refunds. Save the request confirmation and distinguish a payment refund from a travel credit or reimbursement.
6. Use Customer Care after travel. Submit a concise timeline, supporting documents and the exact resolution requested through United’s official form.
7. Request identifying numbers. Retain the refund request, baggage file, MileagePlus case and Customer Care reference.
8. Request accessibility escalation when needed. Ask for a Complaint Resolution Official at the airport or call the Accessibility Desk at 1-800-228-2744.
9. Confirm the outcome. Review the payment account, MileagePlus account, baggage claim, credit and written response to verify completion.
10. Consider a DOT complaint for an unresolved eligible issue. The U.S. Department of Transportation airline complaint process accepts airline-service and disability or discrimination complaints. DOT explains that ordinary complaints are generally forwarded to the airline or ticket agent for a response, while disability and discrimination complaints receive a different review process. Filing does not guarantee compensation or a particular decision. This is general information, not legal advice.

For detailed reservations, disruption, refund, baggage, MileagePlus and accessibility contacts, see the updated United Airlines customer service guide. For the current Chicago headquarters address, corporate telephone number, leadership information and corporate escalation guidance, see the United Airlines corporate office page.

A detailed United review is more useful than a rating alone. Consider including:

• The approximate travel date and route
• The fare or cabin purchased
• Whether United, United Express or a partner operated the flight
• Whether United or a third party issued the ticket
• Whether the issue involved booking, delay, cancellation, rebooking, refund, baggage, seating, MileagePlus or accessibility
• The stated reason for a disruption
• What the app, airport employees or telephone support communicated
• Whether United provided a case, bag or refund number
• The length of the delay and final arrival outcome
• Whether a refund, reimbursement, credit or baggage payment was received
• How long Customer Care took to respond
• What United did well or could have handled better

Zero Stars uses a color-coded rating scale from -5 stars to +5 stars. Consider booking, airport service, flight operation, employee communication, cabin condition, baggage handling, disruption recovery and final complaint resolution when choosing a rating.

A short delay followed by accurate communication and effective rebooking may justify a different rating from an overnight cancellation, missing bag, accessibility failure or unresolved refund. Explain both the original problem and United’s final response.

United competes with American Airlines, Delta Air Lines, Southwest Airlines, Alaska Airlines, JetBlue, Frontier Airlines, Spirit Airlines and international carriers. Travelers should compare the total trip rather than the base fare alone.

Important comparison points include nonstop availability, connection risk, checked-bag fees, seat charges, fare flexibility, loyalty benefits, app tools, partner network, accessibility support, disruption recovery and customer-care responsiveness.

Readers comparing major U.S. carriers can review Southwest Airlines reviews and complaints. Additional airlines, rental companies, lodging platforms and booking services are listed in the Travel Services category on Zero Stars.

United may appeal to travelers who need its domestic or international route network, use a major United hub, value MileagePlus or want Star Alliance connections. The app and broad schedule can be especially useful for frequent travelers.

It may be less attractive when another airline offers a better nonstop itinerary, lower total cost or simpler fare. Travelers should consider the risk of tight hub connections, Basic Economy restrictions, bag and seat charges and which carrier operates each segment.

The strongest positive reviews focus on convenient routes, useful digital tools, helpful employees and successful disruption recovery. The most serious complaints involve long delays, missed connections, accessibility problems, baggage, inadequate communication and refunds or reimbursements that remain unresolved after travel.

United reservations and customer support can be reached at 1-800-UNITED-1 or 1-800-864-8331. Same-day travelers can also use the United app, airport staff, Agent on Demand or text UNITED to 32050.

Call the United Baggage Recovery Center at 1-800-335-2247. Passengers can also text BAGS to 32050. Report delayed, missing or damaged baggage promptly and retain the file reference and bag tag.

Use United’s official online refund form. Keep the ticket number, confirmation, payment record, cancellation or schedule-change notice and refund request number.

Use United’s Customer Care form and include the flight, date, route, ticket information, receipts and case numbers. State the requested refund, reimbursement, credit, miles or written explanation clearly.

The MileagePlus Service Center can be reached at 1-800-421-4655 for account access, missing miles, award travel and status questions.

Call United’s 24-hour Accessibility Desk at 1-800-228-2744. If a disability-related issue occurs at the airport, ask for United’s Complaint Resolution Official.

Start with United when the itinerary and flight were sold under the United brand, but identify the regional carrier shown in the “operated by” language. The operating carrier, airport contractor or United may control different parts of the issue.

Determine who issued the ticket and charged the payment method. Some voluntary changes or refunds must be processed by the original seller, while United handles the operation of its flight. Keep case numbers from both parties.

United Airlines Holdings, Inc. lists its principal executive office at 233 South Wacker Drive, Chicago, IL 60606. The corporate telephone number is 1-872-825-4000.

No. Zero Stars is an independent review website and is not affiliated with United Airlines. Publishing a review can help other travelers understand the experience, but an individual reservation, baggage, refund, accessibility or MileagePlus matter must be handled through United or an appropriate agency.

Information reviewed and updated August 2026. Routes, schedules, fares, baggage charges, loyalty benefits, refund rules, contact details and support procedures can change. Verify current information through United Airlines and applicable government resources before booking, canceling or submitting private travel information.