Airline Assessment Provided by Roshanak Neshati
United Airlines Faces Criticism Over Baggage Handling and Customer Service
Recent incidents involving baggage handling and customer service have led to a wave of negative feedback for United Airlines, particularly when it comes to families traveling with toddlers.
One such instance occurred on a flight from Dallas to Stockholm on July 28, 2025, where a passenger was charged an additional $75 for checked baggage despite already having paid for it and showing the booking confirmation. Despite waiting for nearly an hour for a resolution, the passenger was forced to pay the extra fee to avoid missing the flight. The airline staff was reportedly unhelpful and rude during the interaction.
This incident is not an isolated case. Customers frequently report luggage delays or non-arrival at baggage claim, even on nonstop flights. One passenger, for instance, noted their luggage was still missing 13 hours after arrival despite paying baggage fees.
Complaints also highlight deceptive pricing on baggage fees, where advertised prices differ significantly from actual charges, with customer service refusing to acknowledge or resolve these issues adequately.
Families with toddlers seem to be particularly affected, as disruptions such as flight cancellations, separated flights, and lack of timely assistance create stressful situations. One family complained about flight cancellation, extra unexpected charges, hotel stays, and confusion over baggage fees, significantly dampening what was supposed to be a celebratory trip.
Many reviews describe unresponsive or ineffective customer service, long waits, multiple unhelpful interactions (phone, chat, airport visits), and poor handling of complaints. One example involved passengers being left behind when flights boarded abruptly, forcing alternate travel arrangements.
The cumulative effect of these issues often leads to strong frustration, feelings of betrayal, and explicit statements about avoiding United Airlines in the future. While some complaints have been resolved, overall patterns indicate prevailing dissatisfaction with United Airlines' baggage handling and customer service.
It's important to note that this article focuses on the baggage handling and customer service issues faced by customers. The seat and cabin space, in-flight entertainment options, meals and beverages, and check-in process on United Airlines were not discussed in the provided paragraphs.
The passenger who experienced the incident on July 28, 2025, has expressed a lack of empathy and help from the United Airlines staff and has stated that they will avoid United Airlines in the future and recommend others to be cautious, especially when traveling with children. The passenger was told to contact the travel agency for a refund later, which the passenger found unacceptable.
[1] Customer Review 1 [2] Customer Review 2 [3] Customer Review 3
- The lack of empathy shown by United Airlines staff during baggage-related incidents, such as the one experienced on July 28, 2025, has led travelers to reconsider their lifestyle choices, choosing airlines with more considerate service when planning family vacations.
- Despite the current criticism surrounding United Airlines and its baggage handling system, many travel enthusiasts still prioritize the exploration of new destinations, often adapting their travel plans to avoid United Airlines, in the hope of maintaining a positive travel experience.
