The problem with the United app is that it is not seamless for all the different things that happen in travel. An example is that I was just checking in my flight and it does not recognize that I have free baggage status plus a ticket that has free baggage. So when I checked in, I could not check in the baggage without paying a fee. Who wants to go through all that? Also, when somebody else buys you a ticket it’s haphazard to get that ticket into the United app. Another issue is the in-flight entertainment. I would say it’s hit and miss on working, but it’s way more missed than hit. It seems like a different reason every time it doesn’t work from no reason at all to the Wi-Fi is down to “I don’t know what’s happening”. And don’t get me started about flight delays, sometimes the app is timely, sometimes it’s on the airport schedule board first, sometimes announcements come out of nowhere that are on neither the board or in the app. If you’re going to have an app, integrate it with the status updates of your flights. Seems like one of the requirements you would have when you decided to put an app together.

The app is super convenient to have especially if you fly united frequently. You can view your miles, check in, save your TSA & cc info etc. BUT there are some things that could/should be improved to the search function that would help with usability. 1- you can’t seem to filter options & sort at the same time. For some reason it’s one or the other which is inconvenient. Being able to do both helps narrow down options to speed up the search process. 2- there isn’t an option to sort by price. When searching on other sites/apps like Expedia, you’re able to sort by price (low to high) in order to help make your decision if cost is an issue. I’d appreciate this addition as well.This is all assuming the search feature is working. It’s often very finicky in that when you try to sort or filter, it’s says it cannot find options that match your preference despite that not being true. For example, I’ll attempt to limit to nonstop flights but it’ll say none available despite the very 1st option on the unfiltered list being a nonstop flight. This happens quite often with different filter options & can be very frustrating to the point I’ll sometimes go to the web page or Expedia app just to do my initial search.

Had a bad experience last night at Aspen Airport. Flight was delayed because of an incoming aircraft delay. Notification was horrible, leading many people to go to the airport and wait for four hours. Fortunately I have a residence nearby and was able to go back to my house and wait there. There was, of course the expense of the Uber. Then got back to the airport around 945 pm and everything seemed good -we loaded on the plane and pulled away from the gate and then had to cancel because of lack of deicing equipment. I was automatically rebooked to this morning. That flight time changed suddenly a little after 7 am and then when I went on your app to rebook, it offered the option of choosing standby without losing your original confirmation. I went to do that, but was unable to do anything other than confirm a different flight. I did that, despite that not being my preference, and then was not assigned to a seat. When I went to choose seats, the first class seats which I had paid for in my previous flight were not available. No big deal. But when I went to choose an exit row seat, it wanted to charge me $69 more despite the fact that I had originally had a first class booking. I spoke to an agent via the text option and she was unable to help me! What’s the point of having a customer service agent if they can’t provide service to the customer? overall, United has some big issues and needs to understand that there has to be a focus on the customer.

I dislike leaving a “review” when I really need to submit a product complaint, but United leaves me no other obvious choice to submit feedback about the app. Overall, it’s a great app. But now that you must put in your card information into the app in order to make purchases on board, there’s a problem. I am NOT going to verify my card every time I check in for a flight. That’s just stupid. I do it once, and that should be it. I take at least two flights a week on United. So at least twice a week I’m being asked to verify a card that I verified less than 4 days ago. You may say that “we need to verify the card is still in your possession” or some other reason. Sorry. But that’s your problem. If you require us to use the app instead of presenting a card, then there are certain risks you accept. Sure. Some guy that flys once a year? Make him verify the card. Your Platinums? Stop hassling us. It’s easier for me to skip on board purchases than to have to go through a verification every time I check in. Especially since I have to click all the extra boxes now because some people are too stupid to know to not fly if they have Covid and that they have to wear a mask. I hate the dumbing down of America to its lowest common denominator. So ease up on the card verification or go back to taking cards in flight.