Mixed Reviews for United Airlines App and Services
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    • Product Managers
    • Customer Experience Specialists
    • Airline Operations Managers
    • Travel Industry Analysts
Mixed Reviews for United Airlines App and Services

Unlock Insights: United Airlines Customer Feedback Analysis

The United Airlines app receives mixed reviews from users, with some praising its features such as alerts for check-in and luggage tracking, and others criticizing its complexity and errors. Some users had issues with baggage policies, seat assignments, and live activity reports that drained phone batteries. Others found it frustrating to toggle around the app to find confirmation codes and check-in options. Some had trouble logging in while traveling abroad. However, many appreciated the helpfulness of airport staff and the convenience of wheelchair services.

Source: App Store Reviews of ‎United Airlines

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Customer Feedback Analysis of ‎United Airlines

Explore the detailed analysis of United Airlines customer feedback covering app functionality to service quality.

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Custom Date - Dec 25, 2024
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  • Bad info about carryons for transatlantic flights

    The app had info that our flight didn’t include a carryon for us based on our ticket type. Our confirmation email said otherwise. After a long time with chat bots and customer reps we finally got to the bottom of it and for transatlantic or transpacific flights we are allowed. Ugh. Would have really helped if the info that pegged our confirmation email was linked to the applicable bag policy in the app

    Sentiment
    • Negative
    Content
    • Booking Experience
    May 24, 2023
  • App seems to purposely make it hard to prepay for your checked bags at a discounted rate.

    Bags are cheaper to check in when you prepay for them 24 hours before your flight. But this app has a labyrinth of links that refuses to load for prepayment during this discounted period. But then… once you’re within 24 hours, it’s all of a sudden very easy to pay for your checked bags at a regular rate. I already disliked United (this was the only available flight for my recent trip), but the audacity of this is infuriating and I will absolutely take my business elsewhere.

    Sentiment
    • Negative
    Content
    • Baggage Handling
    May 23, 2023
  • Getting screwed!

    I absolutely did NOT authorize a $25 charge for travel insurance (I NEVER have bought travel insurance, and NEVER will), yet now I see a charge for that! ROBBERY, pure and simple, no different than walking down the street and having someone pick your picket!

    Sentiment
    • Negative
    Content
    • Customer Service
    May 23, 2023
  • Make check in seamless

    I gave this 1 star because it seems I STIIL have to toggle around, find my confirmation code, remember it because I could seem to copy and paste it, search through a menu to find “check in” type in my code and my own last name before I could check in. REALLY??? Why do I log into and app, see my flight but not have a simple button that allows me to check in. If there IS a simpler way… Make it simple to find.

    Sentiment
    • Negative
    Content
    • App Functionality
    May 22, 2023
  • One of the worst if not the worst airline app

    Check out SouthWest Airlines app. It goes over and above your app.
    If you can’t do it right don’t do it at all.

    Sentiment
    • Negative
    Content
    • Customer Service
    May 22, 2023
  • Trouble with latest version (May 17, 2023)

    I travel out of the country frequently and with the latest app version I am unable to log on without first deleting the app from my phone, and reloading it(apple phone). I can log in only once before having to repeat the process when I need to check the app again. NOT convenient at all especially when I’m traveling out of the U.S. Such a hassle when phone data isn’t always readily available. I don’t feel confident I will have access to the app when I need it most.
    I find the app easy to use and offers what I need when I don’t have this log in problem.

    Sentiment
    • Negative
    Content
    • App Functionality
    May 22, 2023
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-20 Net Promoter
Score
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  • This page displays purchase options and a preview of the customer feedback analysis report for ‎United Airlines based on online reviews collected from App Store. The analysis helps Market Researchers, Product Managers, Customer Experience Specialists, Airline Operations Managers, Travel Industry Analysts to discover insights into what people love, dislike, and need.

  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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