This was delayed nearly 2.5 hrs for no reason. This is absurd.
Dealing with customer service was a terrible experience. Our flight was changed by the computer system to a different flight a full day later, and we were given no option to change it. It took us a full 6 hours of waiting before we could actually talk to a human on the phone to help us get it fixed. Then we had to talk to customer service at the airport as well which was a 90 minute wait. The employees were wonderful and helpful when we talked to them, but the wait time was unacceptable.
Worst experience ever. My carry on was checked in and I had to carry all my electronics (laptop, etc) as if I was lost. No food. No proper AC. It was clearly stated that I have a carry on that I could bring with me and I wasn't allowed a carry on upon boarding. I flew many airlines (International and domestic airlines) and this by far is the worst experience I've had.
Pros: "The seat was comfortable for a change must be a different plane"
Cons: "When I got to dallas there was no one there with a wheel chair to help me get to my next flight. Asked the counter person for information and she almost could not be bothered. After asking twice I notice a golf cart type of transportation for the handicap. Well it took me 1 1\2 to get to my connecting flight. 2 other people had missed there flight. I was disappointed in American Airlines that they could not be bothered to help or even answer a couple questions."
Cons: "It was hot on the plane and the gate situation was a disaster. So chaotic and stressful. So crowded. Asking people to take later flights. Sucked."
Cons: "No beverages available to even purchase ! Ridiculous!"
Pros: "Not much"
Cons: "Why no service in first class??? Cost cutting measure?"
Pros: "The ground crew worked really hard to get us going."
Cons: "The flight was delayed 1.5 hours."
Pros: "Crew was nice, entertainment was good"
Cons: "The food was terrible, no options, Boarding was disorganized and not in sync with what was on the screen."
Pros: "Crew was nice. Plane was clean."
Pros: "Crew on board was nice."
Cons: "Boarding was very unorganized. I thought families traveling with kids would get priority boarding before main cabin."
Pros: "Once the flight began everything was fine"
Cons: "The flight was delayed 3.5 hours without a solid reason being explained to the passengers"
Pros: "There were very helpful when we really needed help."
Cons: "The overall experience. I was so disappointed from when we got delayed to asking for accomodation for my family. I will not use this airline unless I absolutely need too."
Cons: "The attitude from the crw"
Cons: "Seats could have been better and inflight entertainement missing"
Pros: "The seats were very comfortable and the staff was friendly"
Cons: "The flight was delayed in arrival to Chicago, so we were delayed in departure."
Pros: "One of their newst planes. Amazing! Loved it!"
Pros: "After all the delays, made an an 8 hour trip 2 minutes early."
Cons: "Crowded planes Waiting on the Tarmac LOCATION OF THE CONNECTIONS and the gates. Construction in the Airport ( s) Philadelphia is a MESS. Overhead stowage.( Does anyone check a bag?)"
Pros: "Our flight attendant was delightful. Nothing special with a flight, as long as its was on time."
Pros: "not much"
Cons: "3 1/2 hrs late departing dfw, and luggage missing, found and delivered the next day."
Cons: "Flight delayed multiple times and then again upon landing at destination."
Pros: "Every aspect of the trip went very smoothly. Great crew. Very comfortable. The 787 Dreamliner is a great airplane. Row 19 is the way to go in coach!"
Cons: "Food Seats so tight"
Cons: "Boarded the flight before the pilot had been brought over to JFK from LGA, we sat on the jetway waiting for him to arrive for 45 minutes without the air on."
Pros: "Crew made a special effort to find me a nondairy meal (which I had neglected to request)."
Cons: "Web page dysfunction meant we couldn't sign up for wifi. The page asked me to set security questions but the pulldown for the questions had no options to select from. I tried on multiple devices/browsers."
Cons: "Our flight was delayed and I missed my connecting flight, causing me to be much further delayed coming home. Spent all today miserably tired at work. I also sat in front of a very obnoxious man who was very loud and no body was telling him anything about video chatting on his speaker phone during take off."
Pros: "Crew friendly"
Cons: "Tight quarters. No food. Seat wouldn’t recline. No USB plugs."
Pros: "I liked that we were given cookies with our drinks that was a nice touch. I also enjoyed that it was a very quick flight from Dallas to Cincinnati. Shout out to the crew members, they work really hard to help us feel comfortable."
Cons: "The sound of the turbo engine in the beginning made my head feel really dizzy, but the buzzing went away after a while. Other than that, I think that the tiny planes should still have some sort of entertainment, even if it's just a single movie playing for all to watch."
Cons: "The flight was five hours late leaving Phoenix due to not having a crew"
Cons: "Well because of some dumb delay we missed our connection allowing us to be given new tickets for two more connecting flights. Which is absurd."
Cons: "Qantas would not let me upgrade at 24 hours into Business Class. They wanted me to buy a whole new ticket. All other international flights I take allow me to pay for an upgrade within 24 hours of the flight for around $2000."
Pros: "Plane was new and entertainment was free. Great service too."
Cons: "American has improved a lot"
Cons: "For our delay with no information"
Pros: "The flight was quick once we took off!"
Cons: "I did not enjoy the long wait for the flight. It was delayed about 3 times, which put us back about 2 hours. T"
Pros: "Quick flight"
Cons: "seating too small."
Cons: "Missed first connecting flight because American Airlines wouldn't allow me to check in online due to having a toddler in my party. Had to pay for next day transfer. $240 a person. Will never use American Airlines again!"
Pros: "The crew was nice."
Cons: "The planes are old. Needless to say there is no Wi-Fi, and the only entertainment on a 7.5 hour flight was a tiny tv in the center of aisle. 1987 tech in 2017. Our plane was delayed for 8 hours due to a broken hydrolics system, and no compensation for additional expenses due to equipment failure was offered."
Pros: "When I arrived at the airport to see the scheduled 9:30a departure was pushed back to 1pm, the gate crew did a good job of keeping us updated and they even provided lunch! The plane was undergoing maintenance but they found another plane and did not have to cancel the flight, and ultimately got us to our destination safely. Crew was very nice."
Cons: "Flight was delayed 4 hours so my half day of travel became a full day, half of which was mostly wasted at the airport. Would rather have been with my family than sitting at the airport."
Pros: "Crew was good"
Cons: "Always seems to have a delay connecting through DFW, caused me an extra day of parking fee for coming back late."
Pros: "Smooth, left on time. About an hour flight."
Pros: "The friendly flight attendant."
Cons: "The flight was late boarding and leaving Dallas but we arrived on time. And the plane is very narrow. Two ladies with hips sitting next to each other can be uncomfortable."
Pros: "My two Grandchildren and Daughter and Son in Law were bumped from first class due to change in equipment. There was no refund or other compensation offered at the gate. Agent said to contact AA customer service."
Pros: "Can't make my stars better on the survey. My flights were great. Great people...kind."
Cons: "The flight out of Dallas was delayed. We hustled to our last gate and the person was incredibly rude about last call a d is just arriving to the gate..."
Pros: "The gentleman at the departure desk was first rate. Polite and accommodating he was just what you would expect from an airline. Especially American Airlines. The crew was the same and I was happy to have decided to use AA."
Cons: "The departure was delayed approximately an hour."
Pros: "Crew were friendly"
Cons: "Ac was broke on plane, no wifi or entertainment options, lots and lots of being kept in the dark waiting and waiting after already boarding the plane or landing on the runway"
Pros: "There was movie available"
Cons: "-There were no Blankets for coach even though I wasn't feeling good at all."
Cons: "We had to deplane due to a 2+ hour delay for an air conditioning maintenance problem. For the 50 minute flight I would have rather gotten to Cleveland on time without air conditioning."
Pros: "Bad service Unfriendly crew"
Cons: "Considerate staff and crew."
Pros: "Ease of changing flights same day"
Cons: "Not having to change my entire reservation I had to go through a totally different airport that I was unfamiliar and got to my destination 4 hours later than original plain"
Pros: "Comfort was great"
Cons: "Mu flight got delayed...but that wasn't in anyone's control so...."
Pros: "This was a horrible experience from the onsite until the landing."
Cons: "Better communication from the beginning and feedback about what was actually going on would have been helpful."
Cons: "Horrible, no entertainment, no food on a long flight, and even though we paid extra for comfort seating ours were more cramped than those around us. Reminded us of why we haven't flown United for years"
Pros: "Crew really polite and nice"
Cons: "Good flight"
Cons: "Couldn’t control the temperature. It was freezing then burning up."
Pros: "The newer Embraer 175 had more leg room than most which is much appreciated."
Pros: "All fine except entertainment"
Cons: "Entertainment didn’t work."
Pros: "It was a direct flight"
Pros: "Ditto to above"
Cons: "Ditto to above"
Cons: "Flight was delayed. Food was not good."
Cons: "Flight was delayed from moline to Denver , which would have resulted in missing our connecting flight to San Diego and spending the night in the Denver airport on Christmas Eve! Therefore we were forced to reschedule our flight with another airline and fly out on Christmas Day!"
Cons: "Same as the above"
Pros: "Quick, smooth flight"
Cons: "Delayed twice - ostensibly because gate not available, but I was in gate area and could see that the gate was not occupied. More candidness would have been appreciated. Insufficient charging stations in United gate area in Newark. Lots of folks wanting to charge phones and other electronics, but only one charging kiosk for hundreds of folks waiting to board two flights."
Pros: "Flight attendants were very courteous and professional. And things ran very smoothly. My only very minor issue was regarding the captain. First of all, he got us there safe and sound with very little turbulence and on time; however, usually on those cross-country flights, the captain often announces interesting geographical features as we fly over them. That didn't happen and I missed it. Well, I was a geography major and I am a teacher, so from my perspective, it seemed like a missed opportunity."
Pros: "short duration"
Cons: "So short that somehow I didn't get a cup of water..I know they started to serve it but maybe they missed our row, maybe turbulence ended service by then.. I don't know why but I was overheated and very thirsty."
Cons: "That the flight was canceled without my notification, that United Airlines customer service team was extremely unhelpful and assumed that I could afford to pay for my luggage and a rental car because I missed my connecting flight (which I could have driven to if I was given proper notification that the connecting flight was canceled)."
Pros: "Wasn't thrown off"
Cons: "Another delayed flight with United"
Cons: "Was seated next to an obese woman and had to share my seat with her because of her size. I paid full price for a seat but only got to use 75% of it for a 5 hour long red eye flight. Very uncomfortable and very unfair"
Pros: "Friendly staff. More leg room on United express"
Cons: "Snack options not good. Wi-Fi connection not good for United app and the free movies didn't work."
Pros: "Plane side checked bags. Kind flight crew."
Cons: "Perfect weather. Delayed an hour."
Cons: "The plane delay wasn't explained"
Cons: "I think United is all about themselves and not the customer that group boarding is the worse and I travel first class and there was no food on the plane they had the nerve to announce it did not get a meal I do not think that is fair for $159 the company that I work for is about fifty of us and I will not be recommending any of them to you guys your special seats is only about who wants to pay for it like I said only about yourself United"
Pros: "I have no complaints. The staff was very helpful and courteous. Flight left right on time and we even arrived in Cleveland 30 mins early. It was a full flight and was even overbooked, I volunteered to take another flight to provide room but then it turned out I was able to take the last seat. Small but clean airplane."
Cons: "No complaints"
Cons: "More than an hour late departure."
Pros: "5 zones with specific lines make so much sense! Worked well. The seats were some of the smallest I have ever had, so not impressed and since I am tall, a bit of a deal breaker. I am normally a delta fan, so won't be switching anytime soon. All else worked fine...a short somewhat turbulent flight so no water/drink service, which is understandable."
Cons: "Seat size and leg room!"
Cons: "The problem w this flight is that the plane departs from ORD. So even if the weather isn't a problem, if there's a problem w the plane they will fix it at ORD. Needless to say the propensity of that happening causes delays."
Cons: "Small seats. Left late"
Pros: "Advised at outset that flight might be a bit bumpy so prepared us and no drink service. I just slept."
Cons: "Delayed flight missed connection and had to a different flight then a two hour bus ride. Delaying my day by 6 hours. Also the gate changed without any announcement or communication via email or text by the airline."
Pros: "No assigned seat. Almost did not get on flight. No explanation offered."
Cons: "Super cramped. Few in flight services"
Pros: "Nothing stand out. The crew was good."
Cons: "I booked a window seat weeks ago. UA somehow put me into a middle seat without notifying me. The 737 seating space is very tight. There is no entertanment to talk about; you pay for everything via directtv."
Cons: "The plane was late, the gate was changed after being brought to the first gate by wheelchair, the plane interior did not smell fresh. It had an unpleasant lavatory smell."
Pros: "Long day flying already. Many flights to CLE were delayed, but ours was cancelled. The staff was kind enough to get my mom a seat on another flight that day, which was good as she was out of medication after traveling two weeks. 3 of us had to fly standby. The staff said we would automatically be added to the next flight's standby list if we ddin't make it. That was bad information - it didn't happen."
Cons: "Disapointed with the service and lack of accommodation after our flight was cancelled."
Pros: "Crew nice and friendly."
Cons: "Free in-flight entertainment should be offered on all flights of 2+ hours through the United app. Had a family with young kids next to me who would have benefited from it (I saw the father trying to connect to it through the app), and overall it would make the flight a much more pleasant experience. After boarding a full hour later than what was originally said, it would have been nice to kick back with a movie for the flight."
Cons: "Flight was delayed over six hours. No explanation was given as to why and the flight was supposed to arrive at 6:45 and we got in at 12:30. Poor service at the gate and then we got on the plane and sat on the Tarmac for an hour with no explanation again. The air wasn't on and not drinks or snacks were offered for our wait time. a disappointing way to end an otherwise great weekend away."
Pros: "Crew was excellent, flight attendant welcomed us with a big smile and helped us with priority boarding with infant."
Cons: "Being a small regional aircraft it was missing on board wifi or entartainment."
Pros: "online wifi."
Cons: "I was a little disappointed that I was unable to finish my movie on the first flight. And when I tried to finish it on the connecting flight, my movie was not among those listed. :("
Pros: "The plane didn't crash"
Cons: "I was originally scheduled to fly to Cleveland from LGA at 8:30PM. At 12:30PM I got a text from United informing me that my flight had been cancelled. My only rebooking option on the same day was a 9:45PM flight out of Newark. Newark is significantly farther away from my apartment (2 hours vs. 30 minutes) but I took it because it was my only option. After a 2+ hour trip to Newark and going through a disastrous check-in process I found out my flight was delayed until 10:30, then 11, then 11:41. Hardly any real announcements were made until the end when the gate agent stopped hiding. No apologies were made and wasn't even offered water for the inconvenience."
Cons: "I was late to Cleveland. Thank you.... not."
Pros: "On time. No problems"
Pros: "The crew were excellent. They made up for the hassle of changing terminals at the last minute."
Cons: "When all of the passengers and crew are at the listed gate well before boarding and the gate is changed to a different terminal it adds a lot of stress to the situation. To the crews credit they did not let it effect their professional attitude. I was highly impressed by the employees of the airline to keep things on time and positive. Overall that made the difference between being a bad experience and becoming one of the best flight experiences I have had in years. This flight crew should be considered an example of how to treat customers well."