Smiling manager not empathetic at all when after waiting all day at the airport they cancelled the flight due to “weather” when clearly that wasn’t the reason. Text says crew legally can’t work any more hours, but that’s the excuse to not provide a hotel voucher. By law she couldn’t provide me her name. She did smile for the picture ! 😎

We took a trip from Buffalo to Kochi (Business class) on September 10, 2024. We checked in at the united counter at Buffalo for the flight to Chicago for the connecting flights and although we are allowed 2 checked bags per person (as shown in the tickets), the person at the counter was adamant that we pay 100 $/bag for the the second bag and they won't allow us to get into the plane if we don't pay 200$; we showed the Emirates tickets but to no avail; in summary, we paid it but Emirates said we don't to have pay anything! United left such a bad taste with very poor service by airline and their counter staff at Buffalo airport. It is high time United improve their websites and treat their customers fairly.

Check in agents have zero sense of urgency or efficiency. Agents openly taking personal phone calls with customers in line, all self service check in counters out of paper for bag tags, gratuitous eye rolling and huffing when doing basic jobs tasks. Arrived 2 hours early on a slow day and made it just on time for boarding. Please do better.

Pity there is no 0 stars. Our flight was cancelled. Initially they claimed all flights out of Buffalo were cancelled due to weather. Of course this was not the case, considered that all other airlines were operating on schedule. They proposed us a new flight out of Toronto, departing in one hour (impossible to get). Since we did not accept it, they proposed one out of Cleveland the day after but they claimed they could not refund us any hotel or transfer to Cleveland because, our fault, we didn't accept the impossible one from Toronto. In a 2 minute conversation they did not option the flight from Cleveland and it was gone. Again they claimed it was our fault. We had to accept a much worse flight, with connections, departing 24 hours later from an airport located 200 miles away without compensations. I am now making sure I will never give any single dollar more to this company anymore

Our flight to Newark was canceled, which was supposed to connect to our Dublin flight. We asked for help rescheduling. Very little was done and we ended up having to go to another airline to reschedule everything. We also have not seen the refund we were told we would get. They were smirking by the time we came back to see about more help and the seats were gone for the next day. No kindness at all. We want a refund as was promised, for both flights.