My first-hand account of why you should avoid United Airlines for international travel. From rude cabin crew and poor in-flight meals to inefficient service, learn why this airline fell short and why travellers should think twice before booking.
As a frequent flyer, I have travelled extensively on various airlines, from single-propeller planes to luxurious business-class services. However, my recent United Airlines international flight experience of flying economy for a Central and South American trip from Delhi to Panama in September 2024, with a layover in New York and back in October, was a gruelling experience that I feel compelled to share. I hope others won’t have to undergo what I went through when flying internationally with this airline.
Right from the beginning, I encountered indifferent behaviour, if not outright rude or hostile, from the cabin crew of United Airlines. For instance, when I requested assistance with my luggage, the flight attendant responded with a dismissive ‘It’s not my luggage. You can move it yourself.’ This lack of empathy and service was a stark contrast to the attentive and respectful service I had experienced with other airlines. The start wasn’t great for a trip that didn’t end well for me either. United Airlines’ in-flight amenities were far from comfortable, making it challenging to settle in for the long hours of travel. To make it worse, the airport procedures tested my patience. The on-ground staff could have been more organized and efficient, contributing to unnecessary stress during what should have been a smooth journey. I was already super tired from shuffling between flights from 30th October until the end of 1st November, travelling from Peru to India via Panama.
Overall, my experience of flying economy with United Airlines could have been more desirable. I was very disappointed with them. You expect better service from a major international carrier. I would not recommend them for international travel. I am sharing my experience with you so you don’t have to go through what I experienced. May this account be a cautionary tale for my fellow travellers considering United for their future international flights? Could
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Rude and Unhelpful Cabin Crew
From the moment I boarded, I found United Airlines’ cabin crew’s attitude unpleasant. When I requested help placing my luggage in the overhead compartment, the flight attendant snapped back, “It’s not my luggage. You can move it yourself.” This was shocking on an international flight, especially compared to Turkish Airlines and ANA, where cabin staff are attentive, respectful, and willing to assist. The stark contrast in service quality was jarring and left a sour taste from the beginning of my journey, a feeling of disappointment that persisted throughout the flight. The inefficiency of the cabin crew was so pronounced that many passengers had to put their luggage at least ten rows ahead of them.
Poor In-Flight Food Quality, Especially for Vegetarians
I was tired from shuffling between flights from 30th October to 1st November, travelling from Peru to India via Panama. And the last thing I wanted was to have a bad meal experience. But United Airlines ensured I had precisely that. United Airlines has one vegan meal option, and even that option was terrible, especially the special vegetarian meal that I ordered. It was not only tasteless but also lacked variety and nutritional value. The quantity was insufficient for a long-haul flight, leaving me hungry and dissatisfied. For dinner, I was served a Vegetable and noodle dish, a side salad, a bread roll, and vegan butter. Before landing at around 7 pm, I was served a breakfast – oatmeal with raisins, bread, butter, apple sauce, and soggy cut fruits (pineapple and grapes). This was my least favourite of the United Airlines vegan meals. Despite several requests, I was denied an alternative option. This was starkly different from my previous experiences flying with other carriers such as Singapore Airlines, Turkish Airlines, ANA, and even Air India, which had better service than United Airlines. The food on United was the worst I have ever tried on an international route despite clearly mentioning my dietary preferences.
For example, the absence of a meal service on my leg from Panama to Newark, combined with the poor quality of food on other flights, was far below the standard I’d come to expect. On Turkish Airlines, even economy meals feel thoughtfully prepared. I still remember flying from Gothenburg to Istanbul; my travel agency still needed to mention my dietary requirements while booking. Despite no prior intimation, they arranged a delicious vegan meal for me, demonstrating their commitment to customer satisfaction.
Unfortunately, the vegetarian special meal I received on the Newark to Delhi flight was among the worst food I have ever encountered. It consisted of bread that felt like it could break someone’s head, sweet porridge that even animals wouldn’t eat, and a salad that left me puzzled about its contents. Since I was very hungry, I asked the air hostess to provide me with a regular vegetarian meal. The air hostess said, “Let me check,” but she never returned with an answer.
While I understand that airlines often have limited meal choices, most keep a few extra meals on hand for such cases. It’s frustrating that United Airlines doesn’t seem to follow this practice. With a little improvement in their catering service and a focus on customer feedback, United could enhance the overall travel experience, aligning it more closely with their positive aspects like connectivity and route options.
Poor Beverage Service and Cold Drinks
The meal service could have been better organized. Usually, after take-off, drinks and snacks are served first and then the main meal. However, the opposite happened with United Airlines. A very dry and tasteless ‘special vegetarian meal’ was served first and drinks arrived after half an hour of serving the food. And, guess what? The hot beverages, such as tea and coffee, were cold when they reached the passengers, showing a complete lack of coordination from the crew. The flight from New York to Delhi was 15 hours long, and water was served only twice during the journey. That too in small cups after meals, when specifically requested. No water bottles were given, adding to the inconvenience of the journey.
These small comforts make a huge difference on a long-haul flight. Turkish Airlines and ANA provide these essentials promptly, adding to the overall comfort experience.
It wasn’t my first United Airlines international flight experience. In 2023, I flew with ANA from Delhi to Tokyo and Tokyo to San Francisco on United Airlines. Despite being code-shared partners, the difference in their service was so stark I can’t tell you. ANA looked premium and cared for its customers, whereas United was just the opposite. United Airlines staff should take classes in customer care, as their lack of customer care was evident in every aspect of the journey, a frustrating experience that I hope others can avoid.
Uncomfortable Amenities
The in-flight amenities on United felt basic and inadequate for a long-haul flight. The low-quality headphones, flimsy blanket, and barely usable cushion made the journey even more uncomfortable. In contrast, when I flew with ANA to the United States via Tokyo, I received high-quality headphones, plush blankets, and comfortable pillows—all essential for long-haul comfort. It was a code-shared flight, so United handled the journey from Tokyo to San Francisco. And, I can’t tell the vast difference in their service for everything – inflight entertainment, food, drinks and other amenities. United’s lack of attention to these details was glaring, making the journey feel even longer and more arduous.
Outrageous Paid Seating Options
United’s seating policy was another disappointment. Nearly every seat that offered even minimal legroom came with an extra charge. For instance, the seats with extra legroom were priced significantly higher than the standard seats. For international flights, basic seating options should not come at an added cost, especially when other airlines like ANA and Turkish Airlines offer seating selections without extra charges. When I flew with Copa Airlines from Medellin to Lima and Lima to Panama, they provided me with premium seats without additional cost.
In comparison, United wanted to charge me even for a middle seat in the last row. Nowadays, every airline tries to charge you for premium seats, but they offer you free if they cannot sell those before the flight. But not in the case of United. They would rip you off everything with their paid seating policy that felt like a cash grab.
Nightmarish Immigration and TSA Check at Newark
While my United Airlines international flight experience from Delhi to New York on 29th September was not terribly bad, returning from Panama to New York on 31st October was a nightmare. I had to wait for two hours at the immigration queue at Newark Airport. Out of 42 counters, only two were operational for foreign travellers. I spent nearly four hours in queues – immigration, security check-in and the TSA checkpoint, all while the ground staff seemed indifferent. This doesn’t fall under United’s area of operation but rubs off negatively on the airline. New York Newark airport is a major international hub, and you expect a global service at least at Doha Airport or Istanbul airport level if not Singapore or Dubai level. Compared to these global hubs, Newark’s immigration and security check-in setup was a logistical nightmare. And, to make it worse, it was the busy season of Halloween when airports were filled with travellers. You expect a better service during such a busy period. Despite having a 5-hour layover at Newark Airport, I felt as if I would miss my flight. Just a month ago, I had a fantastic airport experience at Oslo Airport despite having a short 40-minute layover when I flew with Qatar Airways. Americans can learn efficiency from the Nordic nations.
And it wasn’t a bad experience in the immigration and security area; there was total anarchy at the flight boarding space. No one had an idea which queue was starting where. The airline staff had put up signboards for boarding of separate groups, and following the guidelines, people queued according to their Groups. But guess what, at the very last moment the airline staff announced that people with non-Indian passports had to get their documents verified at the counter. People who had queued in lines meant for Group 1 and 2 signboards were forced again to stand in a long queue to get their documents verified. Everyone – whether Indian or foreigner was fed up with their confusion.
Overpriced Airport Amenities and Inaccessible Priority Pass Lounges
The food and drinks at Newark airport were unreasonably expensive, making necessities a costly experience. In addition, there was no accessible Priority Pass Lounge, meaning there was no comfortable waiting space between flights. For an international traveller, this is an added stress that should be avoided.
While most of my United Airlines international flight experience was terrible, there were also a few positives.
What I liked about United Airlines
Most notable was the convenience of free instant messaging onboard, which allowed me to stay connected with my friends and family during the flight through WhatsApp. Additionally, their extensive flight network makes reaching a wide variety of destinations easy, an aspect that many travellers appreciate when booking their long-haul trips. A network spanning over 300 destinations with 4500 flights across five continents is no tiny feet. I loved the fact that I could fly directly to New York from Delhi. I recently learned that United Airlines had launched a direct flight to Nuuk, Greenland, New York.
What do others have to say?
Do a simple search on Google, Tripadvisor, or X for customer reviews about United Airlines’ international flight experience. You’ll understand that my case is more than just a stand-alone one. United Airlines lacks in every department—especially the empathy department. Many customers complained about delays and cancellations. Have a look at what United Airlines customers have to say:
Final Thoughts: Why United Airlines Isn’t Worth the Hassle for International Travel
My United Airlines international flight experience from India to South America was one of my least pleasant travel experiences. Between high costs, poor service, and logistical chaos at Newark, I recommend looking at other airlines for international travel. United Airlines leaves much to be desired for anyone valuing comfort, respect, and quality. Airlines like Turkish, ANA or Air India provide a far better experience for international routes, making United a choice I’ll avoid in the future.
Related – Further Reading
Flight Review: Flying Srilankan Airlines Business Class and Economy
How to find the cheapest flights to anywhere
Cathay Pacific Airlines Review: Flying Economy class from Delhi to Hong Kong
Why I Would Never Fly Air India Express Again: A Frequent Traveler’s Perspective
Thank you for sharing your honest experience. It’s really helpful to hear about the challenges you faced with United Airlines on such a long journey. I can imagine how frustrating that must have been. I’ll definitely reconsider my choice of airline based on your story.
I am glad you found my experience of flying with United Airlines useful. I don’t want others to go through the same terrible experience as I did.