Review Insights · App Store
United Airlines
United Airlines · 8,115,960 ratings · ★ 4.8
4.8
★★★★★
8,115,960 ratings
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Top complaints - extracted from 38 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"check"
9 negative reviews mention this · 24% of all complaints
★★★★★ "Credit card. Why do you need someone’s credit card to check in? Why it couldn’t be an option? Now we’re force to do it." - Nick95644
2
"card"
8 negative reviews mention this · 21% of all complaints
★★★★★ "Credit card. Why do you need someone’s credit card to check in? Why it couldn’t be an option? Now we’re force to do it." - Nick95644
3
"flight"
7 negative reviews mention this · 18% of all complaints
★★★★★ "Cancel flight. This was the worst experience with United Airlines. My flight was canceled. We was boarded and then un boarded because there was no pilot. The unprofessionalism here is ridiculous and I will never pick United to fly with again. The experien…" - Jukiavta
4
"united"
7 negative reviews mention this · 18% of all complaints
★★★★★ "Cancel flight. This was the worst experience with United Airlines. My flight was canceled. We was boarded and then un boarded because there was no pilot. The unprofessionalism here is ridiculous and I will never pick United to fly with again. The experien…" - Jukiavta
5
"terrible"
6 negative reviews mention this · 16% of all complaints
★★★★★ "Cancel flight. This was the worst experience with United Airlines. My flight was canceled. We was boarded and then un boarded because there was no pilot. The unprofessionalism here is ridiculous and I will never pick United to fly with again. The experien…" - Jukiavta
6
"credit"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Credit card. Why do you need someone’s credit card to check in? Why it couldn’t be an option? Now we’re force to do it." - Nick95644
7
"credit card"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Credit card. Why do you need someone’s credit card to check in? Why it couldn’t be an option? Now we’re force to do it." - Nick95644
8
"bags"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Church in contactless payment. The app does not accept credit cards correctly. I entered my Visa credit card number and it was declined because (according to my credit card company) the CVV number was entered incorrectly. Despite multiple attempts with the correct number…" - fvhycfuhgvu
9
"experience"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Cancel flight. This was the worst experience with United Airlines. My flight was canceled. We was boarded and then un boarded because there was no pilot. The unprofessionalism here is ridiculous and I will never pick United to fly with again. The experien…" - Jukiavta
10
"already"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Paying for what should already be included. I’m having to pay for what should already be included!" - GC 23!
11
"able"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Confusion all around in the App. Had a pathetic experience. I was able to book a ticket through the App when the airport security check was closed. App should know these timings of operation. I was sitting down with my kids at the airport struggling badly. This needs to be…" - AnuragVishwakarma
12
"ticket"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Confusion all around in the App. Had a pathetic experience. I was able to book a ticket through the App when the airport security check was closed. App should know these timings of operation. I was sitting down with my kids at the airport struggling badly. This needs to be…" - AnuragVishwakarma
📋 All 38 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Travel screen broken and stand by
The app just loads and loads. Nothing happens. Need to force close every time. Cannot easily add to standby in app, I have status it should be so easy in the app. Clicking “upgrade cabin” opens a browser and takes me to a screen that doesn’t make sense. Is this an app or just a mobile browser? Make an app an app. Put things IN the app.
Cancel flight
This was the worst experience with United Airlines. My flight was canceled. We was boarded and then un boarded because there was no pilot. The unprofessionalism here is ridiculous and I will never pick United to fly with again. The experience was terrible. Give it a one star if I can get my money back because this is bad for Business
Paying for what should already be included
I’m having to pay for what should already be included!
Credit card
Why do you need someone’s credit card to check in? Why it couldn’t be an option? Now we’re force to do it.
Mala comunicación
Estoy muy molesta después de muchas horas viajando desde Europa , me cancelan mi vuelo a Oklahoma, no dan explicaciones. Solo una persona atendiendo las dudas de muchas personas en la
Misma situación. Después de horas cancelan el vuelo y me
Ofrecen un voucher de 10% para hotel . Es una burla . Nos tienen horas en el
Teléfono esperando a que alguien nos conteste, al final colgué .
Misma situación. Después de horas cancelan el vuelo y me
Ofrecen un voucher de 10% para hotel . Es una burla . Nos tienen horas en el
Teléfono esperando a que alguien nos conteste, al final colgué .
Confusion all around in the App
Had a pathetic experience. I was able to book a ticket through the App when the airport security check was closed. App should know these timings of operation. I was sitting down with my kids at the airport struggling badly. This needs to be rectified.
Login Issues
Doesn't let you login using email or phone number. No point if having app if I can't even use it.
Terrible
The latest update of your app sucks. It is buggy requires constant. Logins does not make use of iOS Face ID, and your flight tracking is broken.
Nickel and dime!
Already exorbitant ticket prices, then you have to pay for seat! BS United!
Garbage
Garbage
Bait and switch
I went to buy a last minute ticket on united that had a 1.5 hour layover. Turns out the first flight was delayed 1.5 hours so the flight was impossible at the time of sale. The delay was known by united at the time of purchase but did not alert me until the ticket was bought. It let me re-schedule my flight but still tried to charge me extra for additional leg room seats even though I had already paid for it on my first flight.
Hard to check in
Terrible app. Confusing to just check in
Cannot choose Polaris seat upgrade
Since the last two updates, I no longer able to choose Polaris and premium seats upgrade (pay) for my upcoming (2x days out) HKG to SFO trip (showing all unavailable which is not possible). Please fix it.
NA
I have been asked to email a selfie with my real ID. It is not safe to send picture of government IDs via email. No other airline is asking me to do this. So I will no longer use United unless they no longer require this.
Church in contactless payment
The app does not accept credit cards correctly. I entered my Visa credit card number and it was declined because (according to my credit card company) the CVV number was entered incorrectly. Despite multiple attempts with the correct number, I could not pay for my bags to be checked. I tried a different card which also did not work. I’ll have to pay to check my bags at the counter when I get to the airport.
Will never use united airlines again
The staff at Newark airport checkin area were very rude, non empathetic, inpatient, totally poor service. To top it all off, the flight is expensive and I am never able to use my mileage and plus. It’s always something: “wait list, not available option to use, etc. I AM DONE WITH THIS SCAM.
Nickel and diming
It’s pathetic!!!
First and last
I purchased bags but they aren’t showing up on my itinerary no one could help me resolve it after several attempts they can see them on their side… this is my first impression and my very last time
Ms
This app is awful! I’m so frustrated with how many times I’ve had to enter my payment information to purchase my bags! It happened for both in bound and outbound legs of my trip! Ridiculous!
Worst Update in History- Broken App
Truly this app is designed like a toddler using finger paint, pre nap time, tried to vibe code an airline interface.
It is clunky, constantly fails in moments of need, and in desperate need of an update
It is clunky, constantly fails in moments of need, and in desperate need of an update
Why
I don’t like that I have to add a card on file to check in. That’s bad business
Canceled flights with no notification
United sucks
Flight delayed
Terrible experience
Free seat selection misleading
I feel you are misleading when you say free seat selection but there is a fee for every seat. Disappointing
Very slow
It’s super slow and makes you input a credit card in first before you check in which is very inconvenient
They operate as a cheap airline
They charge for everything, the price don’t include carry on bag, Just include it in the price and that's it.
Card info scam
Stephen Grabowski why is this app showing me your card info???
Hope you don’t need it
Because it won’t ever work
You don’t need my credit card information
I never check a bag. Just my personal information for you geniuses to lose in a data breach.
Forced card info
Force you to have card on file. Dirty greedy company.
Can’t upgrade on app
Annoying that I cannot upgrade my ticket on the app, I’ll need to call to find out how to upgrade, BUT they require I keep my credit card on the app but can’t use it to do what I need.
Lost luggage
Lost my bags then delivered the wrong suitcase to my place and delivered me someone else’s luggage. Sat on the phone multiple times for over 24 hours until I could get my actual belongings. Had to buy new clothes and wasted time on my trip trying to get my luggage.
No carry-on bags
When did United become a budget airline?
Terrible
Sometimes the app works sometimes it doesn’t. Checked in with the app- it saved all the bag info, but didn’t check me in on their end, despite saying i was checked in on mine. Awful. Don’t worry though. There will always be new fees and fares will only go up exponentially!
Flight delay
My flight delayed for two hours so I missed connecting flight. The options provided to me not only need me to stay overnight in SF but also require d me to pay extra for economic plus while my original flight already booked and paid for economic plus.
Terrible Customer Service
If you’re traveling internationally with an alliance partner they will not help you.
Did you ask any customers?
The wire frames of the app are pleasant enough to view and work with different size fonts. But the number of repeated steps and ridiculous things I have to do when traveling internationally is shocking and makes the entire experience much more difficult than is needed. You might wanna go back to customers and have them work through this so you can see how ridiculous this is. in particular I was traveling from the US to the Dominican Republic and was never able to get details on the paperwork or the paperwork automatically accepted. I had to use the bot which was shockingly bad, and then a customer service agent online, and then talk to a customer service person just to be able to know that I would be able to travel before getting to the airport at the time of travel. You have made this experience much more difficult and worrisome than you needed to
Seat changes
I put my mileage # in, picked my seat for the flight. When I go to check in the seat I selected is no longer showing as mine or that I picked one at all. This keeps happening and is honestly an inconvenience.
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)