United: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2017-07-18 to 2026-09-19. TrustScore 1.5 from 160 total reviews — see the Trustpilot page. Quick answer: is United legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that United's support is unhelpful, with 45 out of 90 identified complaints citing this issue. Poor core service is the second most common concern, mentioned in 24 complaints. Additionally, 14 complaints involve overcharging, and 11 complaints state that support is unreachable.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-28 and found 100 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 44% of this company’s 90 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (60 reviews record both dates).
Sector benchmark: support unhelpful makes up 50% of this company’s complaints vs a 32% median across 123 ranked companies in its sector.
Review velocity: 42 of this company’s 160 Trustpilot reviews (26%) were written in the last 12 months.
What are the most common complaints about United?
Support unhelpful
45 reports · 50% of complaintssteady“Finally, flight left at 11:30 PM (5+ hrs delay). When we went to Geneva there was no United agent. We were desperate for some help.”
2 readers marked this review helpful on Trustpilot.
“UAL credits me 398.00 for the downgrade. This credit comes 25 days later and three phone calls having to be made.”
2 readers marked this review helpful on Trustpilot.
“they said no we cnt process refund you can get credit”
1 reader marked this review helpful on Trustpilot.
Poor core service
24 reports · 27% of complaintssteady“Finally, flight left at 11:30 PM (5+ hrs delay). When we went to Geneva there was no United agent. We were desperate for some help.”
2 readers marked this review helpful on Trustpilot.
“Terrible service for premium Polaris price. ORD to LHR for over $6000. Seat changed twice due to aircraft changes”
2 readers marked this review helpful on Trustpilot.
“18hrs later, I arrived to Chicago on the same plane as I left Austin.”
1 reader marked this review helpful on Trustpilot.
Overcharging
14 reports · 16% of complaintsfalling“Terrible service for premium Polaris price. ORD to LHR for over $6000. Seat changed twice due to aircraft changes”
2 readers marked this review helpful on Trustpilot.
“The issue is they would not reimburse us for our car rental to get home. They offered us vouchers.”
1 reader marked this review helpful on Trustpilot.
“Their response: “It was a weather delay. We owe you nothing.””
Support unreachable
11 reports · 12% of complaintsfalling“I still have NOT RECEIVED my refund worth of about 500EUR.”
1 reader marked this review helpful on Trustpilot.
“United customer service is non-existent”
1 reader marked this review helpful on Trustpilot.
“I called again after the email refund rejection and during that call they told me that they do not have an actual phone number or anyone for me to speak to”
1 reader marked this review helpful on Trustpilot.
Refund refused
8 reports · 9% of complaintsrising since 2025-03“I received an email DENYING my conversion request because apparently, "Travel credits are no longer offered."”
1 reader marked this review helpful on Trustpilot.
“they said no we cnt process refund you can get credit”
1 reader marked this review helpful on Trustpilot.
“refused to refund our tickets”
1 reader marked this review helpful on Trustpilot.
Billing errors
8 reports · 9% of complaintsrising since 2025-03“UAL credits me 398.00 for the downgrade. This credit comes 25 days later and three phone calls having to be made.”
2 readers marked this review helpful on Trustpilot.
“United Airlines processed seventeen separate $129 charges for a single transaction”
1 reader marked this review helpful on Trustpilot.
“United Airline is refusing to refund them - hiding behind their cancelation policy.”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-28.