To Whom It May Concern, I am writing to formally express my deep concern and dissatisfaction regarding an incident that occurred at the United Airlines baggage claim desk involving an employee named Susie White. The encounter was not only frustrating and inconvenient, but it also raised serious concerns about professionalism, fairness, and customer service standards. During my interaction with Ms. White, I presented my ID to obtain a gate pass. Shockingly, she refused to accept my identification without providing a valid reason. Immediately after, I witnessed her accept the ID of a white male without hesitation. The discrepancy in how we were treated was not only disrespectful, but appeared discriminatory in nature. Furthermore, while she did eventually issue me a gate pass, she failed to provide one for my son, who was traveling with me. I proceeded all the way to the TSA checkpoint only to be informed that Ms. White had not completed the process properly and that a gate pass for my child was indeed required. This caused unnecessary delay and confusion. Upon returning to the baggage claim counter to address the issue, Ms. White referred to my son as a girl. When corrected, she was dismissive and nonchalant, showing no accountability for her mistake. Her tone was arrogant and her attitude unprofessional throughout the entire exchange. As a paying customer who expects to be treated with respect and fairness, I found this experience unacceptable. I strongly urge United Airlines to investigate this matter thoroughly and ensure that your staff — especially those in customer-facing roles — are trained to uphold standards of professionalism, courtesy, and equity. I would appreciate a written response outlining the steps being taken to address this issue.

Pathetic. App doesn't work half the time so you cannot use photo on phone to verify travel documents/passport. Online website rejects passport upload files/photos because it isn't straight from the camera. Absolutely pathetic and useless. Now, I'm hesitant to fly on their air planes if they cannot even get some stuff right on their app/website. If this trend is telling, it means their air planes are dangerous.

Lied about delays due to weather when in reality it’s due to skimping on staff. There are no charger ports for device and planes old as dirt. Hell amazon sells usb wires for 9 bucks or less. Splice it and add to the power of the plane lol. Everyone hate you on this plane right now. Running a business is not hard it’s having the right leader to do it. To be in business all these years and provide mediocre service is not only disrespectful to the customer, it’s disrespectful to your Brand/founders and GOD. GOD looking down I created you in my image and this is the best you can do smh. All united flights delayed in Houston, Tx on July 8th, 2025

So I got stuck due to weather in Denver my connection was in Denver but my commuter plane couldn't get permission to land. 6 hours of trying the pilot finally got us to Denver. Of course I along with many other travelers missed our connections. United had a team set up and waiting to help with rescheduling and get travelers where they needed to be. I was very impressed with the team of people who worked tirelessly to fix the problem. I did have my boss book me into a local hotel. But the united team also took it another step and offered to deliver my checked baggage that made it to my final airport 2 hours after I did. Many would see the negatives in the whole situation. I however chose to see that this company went above and beyond to correct what went wrong from start to finish. They were never at fault for an airport decision to call all stop on in and out traffic due to weather they definitely delivered great customer service.

I booked a ticket for my family with United Airlines, and it was clearly stated that the ticket was cancellable. I even added travel insurance for extra protection. However, when I contacted customer service, I was told that the ticket was an “Economy” fare and therefore non-refundable, despite the information I saw during the booking process. What’s worse is that the proposed compensation was higher than the original ticket price, which makes absolutely no sense. On top of that, the customer service representatives were rude and unhelpful, which only made the situation more frustrating. This was a very disappointing experience, and I will not be booking with United Airlines again.