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  • I always thought United was a great airline, but this is by far the worst experience I've ever had with any airline in my life. They have no idea what "customer service" means. On our way to SFO from EWR, our flight was delayed two hours. They never said why we were delayed, but it's an airline, it happens so I didn't say anything. We finally boarded, and instantly upon seating, I fell asleep since I had been up since 5am to get to the airport. I woke up an hour and a half later, opened the window, expecting us to be somewhere in the sky, but we were still on the ground. I couldn't believe it!! I finally found out that the reason we were delayed on the ground was because the pilot was waiting for catering to deliver food for first class and he was determined to wait. We finally arrived in SFO 4 hours late. I was annoyed but I just let it go so I could enjoy my vacation. Today, we left SFO and arrived in CLE for our connecting flight. The plane left on time, arrived on time, everything was great. Until our one hour layover turned into a 7 hour layover. Our fight to DCA was delayed twice, and then ultimately canceled. At first I was told it was canceled due to "operations issues" and then five minutes later, we started being told it was due to weather issues in DC. I was talking to everyone at home and everyone was saying it was sunny. I later found out that there was a flight to Buffalo that was overbooked, and our flight only had 20 people on it, so they canceled our flight and turned it into a flight to Buffalo. RIDICULOUS!!! I have now changed planes 5 times, and instead of getting home around 5, I'll now be getting home close to 11pm. We asked if there was any way they could at least comp us. The wifi wasnt working, and as United credit card holders who have been severely inconvienced due to lies, we should at leat get free passes to the united club lounge for our long layover, but no one wanted to help in anyway. That is just poor customer service, especially since compared to all of their costs, letting 4 people into their club for a few hours is just pennies to a huge airline industry, but it should just be about pleasing the customer. I will never, ever fly United ever again. Air issues may be beyond their control, but customer service is something they never bothered to learn.
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