The United airline's customer service at the airport is one of the best. I was late for my flight two times on different occasions and they redirected me free of charge to my final destination, and even paid my hotel stay overnight+meal at the hotel. Also the staff was very friendly and understanding of my situation.
They also operate with different types of aircraft. For example on my flight from Berlin to NY I was in a pretty much new Boeing with many extras, like power charger near to my seat and big, good resolution screen on the back of the front seat. But on my flight from NY to London the Boeing was kinda old, with only a small screen on the back of the front seat.
Flight route EWR-TLV. We flew on a new aircraft, I believe B777-300 ER - very smooth take off and landing and even though I had a window seat in Economy, it was comfortable enough for me to work on my laptop for almost the whole duration of the flight. The weather was nice, so the flight experience was very pleasant. Wasn't thrilled with the food though.
Happy that United was able to accommodate passenger form an American Airlines flight to Phoenix that did not take off as I was one of those passengers. The boarding started a little late because of a disabled passenger need to deplane form the incoming flight, but as we all know, United boards by group number, so all it went well. Upon boarding pleasantly surprised by being greeted by the flight attendant. Service through the flight was great in Economy where they service only complimentary drinks and food for purchase. We arrived on time in Phoenix. My original flight was on American Airlines but since they were not able to complete the flight it was very stressful experience to having being rebooked on another airline. But United made it as pleasant as possible.
It was nice afternoon and I was ready for an easy 5-hour flight from Newark to San Francisco. And after the bad publicity the airline got form that incident when they removed a paying passenger from their flight I was looking forward to flight that as much as enjoyable and comfortable as possible. But yet again a story started to unfold…
The flight was scheduled to depart at 4 pm but it got delayed for 1 hour due to incoming aircraft being late. The classic scenario that now I see more and more often as airlines operate their routes as buses having to make multiple stops a day. So if an aircraft gets significantly delayed at an earlier destination probably all consequent flight for the rest of the day get busted. Now being boarded the flight got delayed for yet another 30 min. So here we are with a departure of 1.5 hour delay that makes nobody happy. As a result the scheduled arrival of 7:24 pm now became 8:45 pm arrival. Upon actual arrival, I guess, because of the late arrival there was no gate available to park the airplane as were told by the captain. We moved back and forth until they found a gate at last.
The service, however, was very good. I was pleasantly surprised how much the cabin crew tried to be attentive and with positive attitude and smile on the face. Upon boarding I was greeted with “Welcome aboard” which definitely remedied the mood concerning the significant delay. Head phone, little snack packs, and extra beverages were offered.
The seats were as comfortable as you can expect from Economy. They had an adjustable headrest; and blankest were offered at each seat. The entertaining system was really good offering USB charging outlets as well as an additional power outlet.
In terms of food and beverages, the food is for purchase and beverages are complimentary. I asked for a chicken hot meal of 2 hot meals offered on the flight, but they did not have, and I wasn’t’ feeling like eat a beef burger. So opted out for a chicken clod wrap. It was very delicious, by the way, and reasonable priced in the range $10.
The 2 lavatories available to the Economy cabin were of concern, however. One of them was closed due to maintenance, so you can imagine 100+ passengers forced to use only one lavatory. 4 hours into the flight I had use it, and it was discussing with smell of urine and some sticky stuff on the floor. I was thinking who cares that one lavatory was not operational? Was changing the aircraft because of that even an option? It most likely was not.
This was an early morning (6 am departure) 5 hr and 33 min flight from San Francisco, CA (SF) to Newark, NJ (EWR). I guess all passengers had to wake up in the middle of the night to make it on time for this flight looking forward to some enjoyable time on board as so do we. But things turned a little different as we were boarding. Apart from the fact that departure and arrival was on times, which nevertheless is important, the customer service still lacked far behind on this particular flight.
As we were boarding along with a traveling friend we greeted the flight attendant at the door, which probably should have been the other way around. In returned we got no acknowledgement or some sort of response. Very disappointing first impression. As passengers were making their way onto the plane and in the isle, even though some of them struggled to put their bags or find place for them in the overhead compartments, we noticed that flight attendants did not offer any assistance. Seats were more comfortable for its class compered to other airlines. A great seat feature was the adjustable head rest. Blankets were provided, which we found a very surprising touch.
Entertainment was excellent base on our opinion. A large enough screen would give you many entertainment option as well as very detailed flight information. USB port and a headphone jack were the two opting available we found really helpful if you did not case you own headset or needed to charge some electronics.
Complimentary drinks are offered and food is for purchase.