I’d like to share a review of my recent United Airlines 383 on 11/28 flight from Honolulu to Denver and the poor experience my family had and why after 7 years of almost exclusively using United for vacations and exclusively flying United for business travel I will no longer use United for either.

My wife and I purchased tickets to Honolulu for a vacation for our family and bought our 14 month old a ticket given the long flight. We purchased 3 tickets in economy plus on a row so we would all be next to each other. 30 minutes before our flight boarded our seat assignments changed without reason. It’s my understanding that United is within their rights to do that.

The issue is they separated our family of three into seats that were not in the same row or next to each other and left our 14 month old alone. When I went to the gate agent to inquire why our seat assignments changed she said the plane changed (when it hadn’t, it had been at the gate for at least one and a half hours) When I asked what could be done to put our 14 month old son next to at least one parent the gate agent said “talk to the flight attendants on the plane or ask other passengers”.

When we got on the plane the flight attended named Inna did not display any understanding or concern that leaving a 14 month old not next to either parent on a plane was a problem, or recognize that United had switched families seats causing this issue. When I expressed concern that my son was alone she said she couldn’t do anything about it. She said we had to ask other customers to switch.

I understand that she may not have been able to do anything directly about this, and we were able to have my wife sit next to our son, we found it disheartening that Inna expressed no concern or acknowledged that United had caused this issue. Inna didn’t seem to care at all or say “I’m sorry” or “I’ll help you”. She just said we had to figure it out.

Then, during the flight Inna on multiple occasions interrupted our 14 month old sleeping on his seat because he was laying down without his seatbelt on while the older likely elementary school aged child was doing the same thing.

All she had to do was gently remind us and we would have figured it out. Again, Inna showed that she had no common sense on how to care for a family.

Neither Inna or any of the United employees we dealt with lived up to the customer service my family has enjoyed over the last few years, and frankly they didn’t seem to care about helping us at all.

And for all that they’ve lost a customer for life and we’ll be telling any family with small children that Inna failed us and United isn’t worth their hard earned money.

Avoid this airline at all costs. All of United’s public relations fiascos are not a coincidence. We had an atrocious experience on an international flight from Newark to Munich, when a flight attendant named Linda hurled a derogatory slur at our family. We were so shocked that we didn’t know what to do in the moment. We complained to her fellow flight attendants, who were also shocked and forced Linda to “apologize” to us (it was a non-apology). We were promised a full refund for our flight and an upgrade to first class on the return trip, both of which never came to pass. We were advised to go through the usual United channels via their web site and app to file a formal complaint (we tried at the airport in person, but were unsuccessful). We were traumatized by the experience and it is safe to say that it cast a huge damper on our vacation - a trip tarnished by a staff member in the service industry supposedly catering to customer comfort. Despite filing multiple complaints and even having a lawyer involved, we have received no response from United, no compensation despite their promise, and the miserable flight attendant continues on without receiving any formal reprimand or consequence. Incredibly frustrating.

So I am currently on the United flight #1259. I should point out that I actually fly with United sooo much! My family and I usually have at least one of us booked on a cross country flight around once a month. Coincidentally, on this flight I am flying myself, husband and daughter across the country in the first class cabin. I think it's important to point out that these are FULL FAIE TICKETS. I'm mentioning this because people like to assume that most people are upgraded to first class or it's some type of "reward" seat. That's not what this was, although it shouldn't matter.

This is my first rude or even "difficult" encounter with ANY United Airlines employee. I would normally overlook it but considering how absolutely targeted and rude she was and the fact that I had not even laid eyes on this lady until today, I think she deserves an "honorable mention". Do you understand what it takes to be the ONLY rude and negative person someone encounters in an entire company over an entire year??!!! That's the part that makes her "exceptional".

My direct flight attendant was excellent. Her name was Shantel and she was pleasant from beginning to end. But, shortly after dinner service I looked to see if the restroom sign was lit up and was lit up at unoccupied. So I stood up and moved into the aisle to go to the restroom. Once I stood up, myself and my daughter had a little trash at our seats that had not been gathered so, me being the person I am, and knowing I'm walking up there anyway, I collected the trash to toss it for them and save the walk. I did the same thing earlier in the flight and just tossed it out. I thought I was being helpful and saving her a walk. Well once I stood up and turned I realized that they had a cart sitting near the restrooms blocking access. A flight attendant that I have never seen before and hope to never encounter again, rudely stated that the bathrooms are currently being occupied by the pilots so I would have to either use the restroom in the back of the plane or wait for the front one to come available again. I smiled and replied that I would just wait. When I turned to go back to my seat I figured I would at least hand her the trash since we were both standing and she had nothing in her hands AND she was standing next to the trash. She looks at me and says, in a very nasty tone, you can keep it and have a seat and I'll get it when I come by. If she wouldn't have been nasty I wouldn't have cared. But her tone was nasty. I'm not even sure why! I was asleep for a good 20 minutes right after having dinner and I had not interacted AT ALL with anyone, so I didn't even have a chance to offend her. And to add insult to injury, she proceeded to lean over to her coworker, a male flight attendant whom she had been chatting with, and roll her neck, gesturing towards me. From there, I was a bit amazed by the interaction but I started to shuffle past the first seat to get to mine. As I moved back to the seat both glasses of water on the middle tray fell over, directly into my seat. I stepped back out into the aisle and she saw me and said "is there an issue?'" I looked at her, again noting the attitude, and told her the water wasted and I needed napkins. She then walked over to the cart to grab napkins, stood there and talked to her male counterpart for a second while just holding the napkins and then finally brought them over and handed them to me. My daughter died up the water. The rude flight attendant made NO EFFORT to assist. I guess she felt that it was taking too long and she walked over and said is there a problem? I said I need more napkins. She brought more and I then sat down. Right after I sat down, the bathroom became available. They moved the cart and allowed a different passenger to go instead of me. Keep in mind, throughout this interaction, there was no fasten seatbelt sign, there was nothing to let you know the bathrooms were off limits for a period, and there was no prior interaction to warrant this.

My daughter saw the whole thing, she's only 14 and she immediately became infuriated. Other passengers were staring too because I don't think any of us understood what had just happened.

United has been my go-to airline for at least 15 trips between myself and my family. But I love Delta too. And this interaction has completely knocked me off of my rocker with United. I have referred friends and convinced them to use United over others and I have remained loyal too. But to be treated this way in first class, knowing the price of these tickets, I'm pretty done with them! The food has just been okay compared to delta so if this is the direction their service is moving into, I'll go elsewhere.

I wanted to make sure to share my full story because information is power and we are all out here working way too hard for our money to be paying for this type of treatment. She can have the entire plane and company and run it however she wants but she won't have to worry about me and my money disturbing her world EVER AGAIN. #UNACCEPTABLE

As much as the airlines charge for flights they should upgrade the planes with plug ins for pho es and tablets so sad you take our .only and give shifty service

Instead of getting us off of the plane when the machine to get us off of the plane was not working, they decided to unload all of the bags then reload them. They also chose to take an extra 20 minutes to pump gas into the plane instead of just getting us off of the plane. All of this happened on top of a late departure. Our flight arrived at 6:00 to the gate and we are still on the plane at 6:30. This is very annoying and causing me to miss reservations which I had scheduled.