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I arrived to Louisville international 55 mins before my flight. The line was busy and took 20 mins to get to the check in kiosk. When I went to check my bag, the computer said that I had to check my bag at least 45 mins before departure - see attendant. Normally the airlines attendant will work with you and say something like “let me call down and have a baggage person get your bag” or something like that. This United Airlines worker said - “You going to Houston? You’re wayyyy late.” - and I was like, I have over half an hour still? Anyway, ling story short, I’ve tried multiple options and nothing worked. I missed my flight and have to rebook two flights for later today. I feel as if United was not explicit at all with the hard 45 minute cut off. Normally I’m two hours early, but this is Louisville airport… and I’m TSA pre-checked. Has never taken more than a half hour to get to my gate, and all the other airlines have no issue with my check in. Sorely disappointed by United’s app, and customer service. Currently, I never would to fly United again. The way to turn this from a 1 star to a 5 star would be for United to refund my $600 for the flights I had to purchase for later today, and to update their app to be very clear that you have to be a MINIMUM 45 mins before departure, if you’re checking a bag. We’ll see if United notices! I would have arrived at least a half hour earlier, had I known.

We set out for our trip to Florida for my brother’s wedding on Thursday, April 7th, for a 3:07 flight from Newark to Ft. Myers. We boarded hours late, un-boarded, boarded again, taxied out and sat there for hours while other planes came and went. We were told by our pilot that our plane could not handle or navigate the “cross winds” that had picked up at our airport. We are not surprised. The plane was like a sardine can with wings without even a plug for your devices. $500/person to fly 2.40 hours on a plane that can’t take off in wind. We taxied back in, unboarded and were dumped back in the airport without ONE uniformed United representative at the gate. The ground crew booked it out of there, heads’ down, and we were all left to figure things out for ourselves, which did not go well for anyone. Families stranded with children falling apart after, at least for our flight, ten hours of being in that airport. It is one thing to have cancelations due to weather. It is another to be so unprepared that you leave your customers without guidance, comfort or help. It was one of the worst customer service experiences we have ever encountered in any and all the traveling we have done over the years. It shakes our faith in United and in the airline industry as a whole. Going forward, we will be much less likely to book trips that require air travel. Oh, and we missed the wedding since we are still here in NJ waiting for a flight three days later.

This app is not only not user-friendly but it’s counterintuitive. Why do we have to search all over the app just to check in for our flight why do we have to type in our last name when we’re already signed into the app and why do we have to search everywhere to pull up our boarding pass, why do we have to click link after link in order to access the flight information - no one appreciates you rearranging everything every couple of months. This app is one of the worst flight apps I am a frequent flyer and this is by far the worst of all airline apps. How would you like it if somebody snuck into your room and rearranged everything and then you can’t find anything- well that’s exactly how it is every time I open this app and you’ve updated it. You still haven’t found an easy solution - there’s only three things we need from this app one, east check-in and easy access to a boarding pass. Two, easy access to the boarding times and to see flight information, standby information etc. And three, the information on where to go for our gate. Currently, the boarding pass doesn’t even have the gate information and there’s too many links and too many options. it’s unclear, unorganized and confusing. Whoever you hired to create this app was obviously an amateur.