United Airlines Reviews: What to Know Before Flying

The history of United Airlines dates back nearly 100 years, when Varney Air Lines (which would eventually become part of United) launched its first flight in a tiny Swallow airplane on April 6, 1926. The journey was a mail run from Pasco, Washington, to Elko, Nevada, via Boise, Idaho.

Since then, the company has grown into one of the largest airlines in the world, with a fleet of over 1,300 planes (including both mainline and regional aircrafts) operating more than 4,500 flights across five continents. The airline introduced its frequent-flier program in May 1981, founded the Star Alliance in 1997, and became the first North American carrier to fly the Boeing 787 Dreamliner in 2012, among other milestones.

With hubs in Chicago, Denver, Houston, Los Angeles, Newark, San Francisco, and Washington, D.C., chances are United Airlines flies to most of the places you want to go. That's why you might be wondering what the flight experience is like before you buy a ticket. Here's everything you need to know about United Airlines and United Airlines reviews before booking.

Fare Classes

United offers several fare classes with different restrictions and allowances for each. In broad terms, they include:

• Basic Economy
• Economy
• Economy Plus
• First Class (domestic and regional)
• Premium Plus
• Polaris Business Class

You will want to be sure of what you're selecting before hitting that booking button.

At the bottom of the heap is Basic Economy. While cheaper than other fare classes, your seat will be automatically assigned prior to boarding and you won't be able to change it (though you can pay for a seat assignment of your choice). Group or family seating is not available unless you're traveling with children 12 and under. You waive your right to a full-sized carry-on bag on certain routes, though personal items (i.e. under-the-seat bags) are allowed. With Basic, you'll also board last. And if you're going for Premier elite status with the airline, these fares won't count as segments toward your tier.

In a United Airlines review, Yelper Mark said, "I strongly advise people avoid the basic economy tickets. Yes, I saved about $50, but there were many hassles."

Regular economy seating includes limited advanced seating assignments unless you have elite status. However, if you buy up to an Economy Plus ticket, you'll have more options at the time of purchase, or after. It's the same with Premium Plus (premium economy), first class, or Polaris business class.

Flight Change and Cancellation Policies

United's change and cancellation policies really depend on the type of ticket you've purchased and your destination.

If you purchase a ticket in:

• Economy
• Economy Plus
• First Class
• Premium Plus
• Polaris Business Class

And are traveling:

• Within the U.S., or to the U.S. Virgin Islands or Puerto Rico
• Between the U.S. and Mexico or the Caribbean
• To international destinations from the U.S.

You will not pay a fee to change your tickets. If the price goes down, you will receive a future flight credit from the airline – but just note that this will expire 12 months from the date of issue of your original ticket. You will, however, have to pay a fare difference if the price goes up. One unlucky passenger named Paul claimed in a United Airlines review that his flight was cancelled and he was prompted to rebook, only to find he was on the hook for an extra $1,200.

Basic Economy tickets purchased before April 30, 2021, can be changed for free, but most issued on or after May 1, 2021 are non-changeable and non-refundable.

If you would like to standby for a different flight, say if there's one with more convenient timing, expect to pay $75 unless you're a Premier Gold elite or higher.

Baggage Policies and Fees

Whether or not you can check a bag for free will depend on the ticket you buy and whether you have Premier elite status or a United credit card. Luckily, United has a handy calculator to figure out what you might need to pay depending on your specific flights, class of service, and elite status.

Basic Economy

Basic Economy fliers are allowed to bring one small personal item on board that can fit under the seat in front of them, though they can bring larger carry-ons on transatlantic and transpacific flights from the U.S. as well as on flights to South America. Whatever you do, don't wait to check your carry-on at the gate or you'll be charged an extra $25 on top of the standard bag fee.

If you happen to have certain United credit cards or status within the MileagePlus loyalty program, or you're traveling with a Premier member, you'll be able to take along one free carry-on bag.

Those traveling in Basic Economy must pay for checked bags, too, except if your destination lies across the Pacific Ocean, in which case, you can get one bag checked free of charge.

All other fare classes

Economy passengers with no elite status can prepay $30 (or $35 when you check in) to check a bag, though they do get a free checked bag on some international itineraries. As for carry-on bags, they're typically included in the price of your economy ticket.

Premium Plus passengers get two checked bags of up to 50 pounds for free, and those in first or business class get two free checked bags up to 70 pounds each for free.

If in doubt, call the airline to confirm your baggage allowance based on your fare class and destination. Otherwise, you could rack up hundreds of dollars in extra charges, as was the case for a United passenger named Wilfin, who thought he could check bags for free, but ended up paying nearly $500 out of pocket.

Boarding Order

Groups are asked to board the plane in the following order:

• Pre-boarding of unaccompanied minors, families with small children (ages two and under), active military members, any passengers needing extra time, United Premier 1K and United Global Services members
• United Premier Platinum and United Premier Gold members, Star Alliance Gold members, and those in Polaris, first, and business class
• Premier Silver and Star Alliance Silver members, those with Premier Access or priority boarding privileges, and United credit cardholders
• Those seated in Economy Plus
• Passengers seated in Economy
• Anyone with a Basic Economy ticket

Sounds orderly, right? Not according to a United Airlines review by Tripadvisor user lmliooper, who once witnessed something that was quite the opposite. "Boarding was declared on the screen in the lounge and on reaching the gate, it was total confusion! Boarding was en masse, [a] free for all! It was not in any particular order even though the groups for boarding were printed on boarding cards ... strangely, boarding was neither by class nor row numbers."

Perhaps it was just a random kerfuffle, but you might to do well to show up at the gate early to improve your chances of embarking ahead of other interlopers.

Seats and Legroom

Like many other carriers, United Airlines has diversified its range of seat and cabin offerings in recent years. What's available will depend on the route you're flying and the type of aircraft operating it.

Economy

Economy seats tend to be between 16 and 18 inches wide and usually have 30 to 31 inches of pitch (the distance between the back of your seat and the one in front), with around two to three inches of recline. The layout ranges from 2 by 2 across the aisle on regional aircraft to 3 by 3 on mainline planes and 3–3–3 or 3–4–3 on larger jets like the Boeing 777.

Tripadvisor contributor RTrips7 summed it up succinctly in their United Airlines review: "Seats are narrow and there's not much legroom."

Economy Plus

Expect the same seating configuration you'll find in economy, but add three or four more inches of legroom. According to a United Airlines review by Yelper Derek, who was flying cross-country from Boston, "Economy Plus was an extra $97," on his flight, "and well worth the five inches of legroom for a 5.5-hour flight!"

United First

The airline's domestic first class product consists of wide recliner seats, usually in a 2 by 2 layout. Expect them to be 19 to 24 inches wide with 37 to 42 inches of pitch, and five or six inches of recline.

Premium Plus

United's international and transcontinental premium economy section feels a lot like domestic first class. Only found on larger planes, it's laid out in a 2–3–2 or 2–4–2 configuration with seats that are 18 to 19 inches wide with 38 inches of pitch and six inches of recline.

In a United Airlines review, a passenger named Nat flew in Premium Plus from Auckland to San Francisco and said, "The extra legroom, size of seat, and double armrest between seats made for a very comfortable trip... This is the way to go on international flights without paying the higher cost... for business class."

Polaris Business Class

It might seem odd that a business class cabin is more premium than a first class cabin, but United Polaris business class is indeed the airline's flagship international product. Seats are arranged in a staggered 1–2–1 pattern and are 20.5 to 22 inches wide, reclining to 78-inch lie-flat beds.

According to Tripadvisor contributor DEP3's United Airlines review, "Cheap, it isn't, but if you have oodles of reward points and are willing to add several hundred dollars in addition, nothing beats flying Polaris for long flights — the bed, the service, the space: wow!"

Amenities

Depending on how you plan to spend your time on board, here are the services you can expect.

In-flight Wi-Fi

United offers in-flight Wi-Fi for a fee on all its mainline aircraft and two-cabin regional planes. That said, the airline engages four distinct providers, so you'll need to check the services and prices for your specific flight. And as several Yelpers have noted in recent United Airlines reviews, that access can be inconsistent to say the least.

In general, it'll cost you $8 or 800 miles to use onboard Wi-Fi if you're a member of United's MileagePlus loyalty program (for everyone else, it's $10) on domestic and short-haul international hops to Canada and Mexico. Otherwise, the price really depends on where you're going and how long it'll take you to get there. Either way, you'll still be able to send messages for free via WhatsApp, iMessage, or Messages by Google, and have access the United app, website, and included onboard entertainment options. Thanks to a partnership with T-Mobile, passengers who are T-Mobile customers can enjoy complimentary Wi-Fi, streaming, and texting on select flights.

Power Outlets

The availability of power outlets can also vary dramatically by aircraft type (Yelpers have made their ire heard), so double check that it is one of the in-flight amenities on any flights you're considering booking by referring to this handy guide. If you're flying internationally, you should have a plug at your seat, or at least one to share with a neighbor.

In-flight Entertainment

As for in-flight entertainment, you can check the availability of seat-back screens as well as featured content for your specific flight on United's reference page. Selections generally include hundreds of movies and television shows, musical albums, games, and DIRECTV on some Boeing 737 flights. In a recent United Airlines review, a passenger named Richard, flying between Newark and Tokyo, noted that the systems provided, "Excellent entertainment and a good choice of movies."

Food and Beverage

According to United's website, economy passengers flying more than 500 miles will have access to options like snack boxes, available for purchase, while those flying over 1,500 miles can choose to purchase items from the Bistro on Board menu. Be aware that on flights under 800 miles, economy passengers will not be offered free snacks, so pack your own if you tend to get the munchies in the air. Note that more substantial snacks, pre-packaged hot meals, and complimentary wine, beer, and spirits are available in premium cabins free of charge.

If you're flying international long-haul (over 800 miles), you can expect to receive full pre-packaged meals on a single tray, plus additional snacks mid-flight and before arrival in all cabins. While more gourmet options are available in Premium Select and Polaris business class, after combing through hundreds of United Airlines reviews by passengers on Tripadvisor, SkyTrax, and Yelp, food seems to be one of the airline's shortcomings across all fare classes, so be sure to pack a snack just in case.

United Airlines Credit Cards

Carrying one of United's co-branded credit cards can make all the difference, not only when it comes to racking up award miles to use on future trips, but also for enjoying more day-of-travel perks with the airline.

The United Quest Card offers a welcome bonus of up to 80,000 miles and 500 Premier Qualifying Points (or PQPs, which count toward additional perks) after you spend $4,000 within the first three months of opening your account. The card also comes with a $125 annual United purchase credit, which can save you money on flights. Cardholders also get their first and second bags checked for free, as well as other benefits like priority boarding, up to two 5,000-mile flight credits per year when you redeem your miles for flights, and up to $100 in statement credits to cover your Global Entry or TSA PreCheck membership. The annual fee for this card is $250.

For high-end fliers, the United Club Infinite Card costs $525 per year, but includes United Club membership, worth up to $650 per year, among its benefits. You'll also get up to two free checked bags; Premier Access to expedited check-in, security, and boarding; and a $100 fee credit toward your TSA PreCheck or Global Entry application. The card's welcome bonus offers 80,000 miles and 1,000 PQPs after you spend $5,000 within the first three months your account is open.

Another good option for travelers is the United Explorer Card, which lets you earn 60,000 bonus miles after spending $3,000 within the first three months of account opening. The card comes with a first checked bag free perk, priority boarding, the same $100 statement credit toward Global Entry or TSA PreCheck as the other two cards, and two United Club entry passes per year, among other benefits. Its $95 annual fee is waived the first year.

The United Gateway Card offers a welcome bonus of 30,000 miles after you spend $1,000 within the first three months. While the perks may not be as robust as they are with some of the others, this card still lets you get in on all the points-earning action and comes with similar travel and purchase protections, all for no annual fee.