Have at least one agent avail to check in bags. Arrived for our flight 2.5 hours early and there a sign that all United agents won't be back for 50 minutes 3-3:50. Not a single agent. So there is a line of people who cannot go through TSA just standing around because breaks are not staggered at ROC or United is woefully mismanaged. read more

United Airlines - United airlines banner and a "Will return by" sign indicating 50 minutes since we arrived. - Airlines Near Me - Rochester, New York

Gate agents at ROC severely lack training, and are often overworked/understaffed. The are especially incapable with regard to matters relating to international travel. We had to wait on several occasions for over 30 minutes while gate agents called United central to figure out that we were indeed allowed to board (even though they initially kept claiming we were not). read more

Disgusting flight plane was so dirty, plane looks kind of beat up too. The bathroom and urine smell made me sick and I wanted to throw up. Really bad. read more

United Airlines - Gate B8 - Airlines Near Me - Rochester, New York

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Last evening, my daughter checked in at ROC for her flight to IND. She had a bag, which she was charged for, so we do not understand why she and her bag were NOT checked all the way to Indianapolis. She had trouble with her electronic boarding pass at the ROC gate, and then at IAD she realized she had no boarding pass to Indianapolis. She is 19, traveling alone, and deaf. Thank God we could FaceTime and I was able to talk with the gate agents at her IAD gate. They were able to pull up her reservation and print her boarding pass. Thank you to those wonderful IAD gate agents! The agent at the Rochester, NY airport, however, you need retraining on how to check a passenger and her bag ALL the way to her destination, not HALF-WAY! Her bag arrived in IND this morning but it still has not been delivered. We'll think twice about flying with UAL again. read more

they stole brand items I purchased and my diamon necklace and even one of their workers took pictures of my bag being open and then these assholes have the nerve to say they're not reliable for it and they need to be sued for stealing and trying to say now they're not reliable read more

United Airlines - This is how my bag was returned to me from their employee and now they have the nerve to tell me the bag was never opened - Airlines Near Me - Rochester, New York

Went from Rochester to NWR then to MCO Orlando. Really nice staff, comfortable seats a screen that you can play on or watch a movie! I do recommend United Airlines! read more

For anyone thinking of flying United or any travel agent thinking of booking passengers on United I just want to share my experience and advise people about their customer service. I booked a trip to Switzerland and France in Nov to celebrate the engagement of my daughter We did everything right. We got to the Rochester airport 3 hours ahead of time, cleared TSA security with no issue, had our bags checked. When we boarded the flight we sat on the tarmac for what seemed like forever. Finally the pilot made an announcement that despite calling ahead from Dulles and requesting the plane be de-iced in Rochester no staff was available. When the flight finally took off and landed back at Dulles we again were stuck on the plane because there was no staff to take the stairs down for us to deplane. By the time we finally got off we missed our connecting flight to Geneva Switzerland and consequently lost my money for our first night's hotel reservation in Geneva. It was non refundable by the hotel rules. My daughter and I preceded to fill out form after form, call after call asking to be refunded for our missed night in the hotel. This was not a weather issue. This was not a mechanical issue. This was a staffing issue both times. United is refusing to refund my money for the night lost in the hotel in Switzerland. read more

Hold music caused me a seizure spider's under the seats took 40 minutes to takeoff horrible

Lost my luggage. Made me pay twice for upgrade/ luggage. When I showed my receipt to the gal in Rochester NY. She was "snarky" and threatened to kick me off my flight. Had to pay another $70 for bags.... Flight was delayed. Ok I get that, my phone and purse where taken from the overhead compartment on the flight. I ended up paying $100 to have them "overnight" both. It took 5 days. Cash was gone! I'm a tolerant person. But this is a nickel and dime operation with no customer service. So sad. It is like taking the Metro in LA. You will be assaulted and ripped off and will get no help. Cos no one cares. Shame on Delta! read more

Flight 2192 (?) from Rochester to Chicago. Wow, no USB ports, slow to board, and at this moment, 30 mins late taking off. Just sitting apparently getting luggage loaded. PISS POOR SO FAR read more

United Airlines - Airlines Near Me - Rochester, New York

Betsy on flight 4405 was a little excessive on her power control. I understand Covid is still affecting people but when you've had a vaccine do you still n eed to where a mask when you have Asma? read more

The attitude of the check in staff was professional. The gate agent was downright hostile, for no reason. I'm tired of getting consistently shitty " what are you bothering me for" kind of attitude from United staff. Remember, without the customer you don't have a job. read more

We were flying Basic Economy to Phoenix so we knew that our one bag each had to fit under the seat. We knew they would fit since we flew from Phoenix with no problems. Tried to check-in online to print our boarding passes and I was forced to check a bag for $25 before I could print them. As we were boarding, other Basic Economy customers had more than one bag and one guy had a guitar! They put their bags (and guitar) in the overhead bin without anyone saying a word to them. The seats had to be the narrowest seats I have ever been on. American Airlines has pretty good seats. Delta has somewhat narrower seats. United has seats where you can't help bump your fellow travelers seated next to you! We will never fly United again. read more

Mistakes happen; I get it. It is how a company handles those mistakes, however, that really makes or breaks that business' credibility... United's procedures breaks it. They lost my bag for 4/5 days of my vacation. They give you no direct line to call to speak with anybody about your issue, but instead use an automated doorman to provide you with as little information as possible. When you can talk to an actual person, it is a call center in India where the employees all "have no authority to help you with that" and the supervisors are always "busy". They charged me $125 to lose my bag for the majority of my vacation, and they can't call me to make it right. Shameful. Woe to he/she that has an issue with United; it will not be resolved. read more

I have worked 30 years in the emergency department and I have never been as dehumanized as I have been over and over and over again by United airlines employees. If I had a choice between getting on a United airlines plane again and taking a bullet to my head I would take the bullet to my head any day. There are too many incidents of being treated horribly to even bring up in one review. I truly believe that part of the orientation of being a new employee of united is to learn to treat other human beings horribly, without any respect and how to dehumanize people. I will never get on another flight with United airlines again and I encourage all of my employees and family members to do the same read more

At our United Airlines gate to Chicago, I approached the gate agent regarding our assigned seats for our family of 6. We have 4 kids under the age of 10 and all seats were separated from each other. I asked the agent if she could look at possibly trying to get some of us together, but she was more worried about about responding to her personal text messages than helping a paying customer. The agent then told me that she would call us up when she was ready for us. I won't hold my breath, but the right thing to do would have addressed the customers concern at first point of contact especially when she wasn't working on anything else pressing at the time. Years of poor customer service and unprofessional service at small (line stations) stations hasn't changed in 20 plus years and I don't see it ever changing for United. read more

We checked in two and a half hours early for a flight to Chicago (Air Wisconsin DBA United Express) Our checked bags never left Rochester. We ended up spending 2 hours in Houston with two small kids, waiting for, looking for and filing bag claim. Left the airport at 1am feeling completely disgusted with the service in Rochester. What are we paying for???? Traveling is far from glamorous nowadays, but the least you expect is to get to your destination WITH your bags!!!!! Christmas presents etc! Way to make a Christmas break, end pretty badly. read more

Nice flight from San Francisco to NYC. The plane captain and crew were very professional and did their best to avoid two storm systems.

Honestly the most unprofessional counter staff at the Rochester airport I have ever encountered - lazy and rude. An embarrassment to united as a company but I have yet to have a positive experience with the rochester airport United staff. read more

I hade at least 5 hours of delays for a flight out of buffalo to newark. an aircraft never left and after switching my connection flight twice, was told it was being taken out of service. another plane was going to be sent from Chicago, to arrive after my last connection flight was scheduled. there way no way for me to get to any connection. I was set up with flight following day. we were an hour late getting off ground and we arrived in Washington fifteen min before my connection. I got off fast and shuttled to other side of airport and ran to gate. the flight was supposed to leave at 8:15a and I arrived to gate at 8:19 to find the plane left earlier than scheduled. now I'm stuck again for five hours before I can get home or continue to ny original destination. always have issues with United. read more

the worst airline that I have been ever with. morning flight was cancelled, there is no other flights. the one that was given was delayed.. and delayed over 12 hours running now in the airport stranded Horrible experience. but learnt something in life never book United airlines again!! read more

My flight from Rochester, NY to Milwaukee had a layover in Chicago. The Rochester flight was delayed and I wouldn't make my connection. They immediately booked me on another airline (Delta) and sent me on my way. But first, they make sure my suitcase was pulled off and re-routed. I'd give them 10 stars if I could. Thank you United Team in Rochester! read more

The seats on United are the most uncomfortable and the least leg room I have ever experienced, and I'm a small person. I can't imagine what a normal to larger-size person endures on their flights. The flight attendants also acted very punitively when there were multiple empty rows in the back of the plane - stating they have seating charts, and if anyone moves to a different seat, they will automatically come over and charge them $75. Their motto is: we would rather you be squished and uncomfortable like sardines. Please do not make yourselves comfortable - that will cost you. Meanwhile, there was a very handsome, tall passenger seated in front of me, and multiple times the flight attendant invited him to move to his own row and offered him extra snacks and drinks. No extra cost to tall, handsome men, apparently! I am giving two stars only because the flights were on time and our luggage did not get lost. Otherwise it would be 0 stars. read more

Would give the check in staff 0 stars if possible. 3 girls behind the counter, not one of them would come over to us. We had to ask one of the girls a question and she replied with a very rude remark as if she was upset we interrupted their conversation! Not to mention we were the only ones in line! Then we printed tags for our checked bags which come out behind the counter and had to wait a few more minutes for them to even acknowledge us and put them on our bags as they continue to talk. Then she proceeds to ask for both of our id's then glances at one of them before I even had mine out and says ok. Never bothered to look at the second one. We had to ask her if we were all set to go because she just walked away! Very unprofessional and rude! But that's ghetto Rochester girls for you. read more

Update...United had a pilot as a passenger. Guess where he was sitting??? You got it! The exit row! He was the only one there.

My bags didn't arrive with me to Europe. Each day I called and got a different story. My bags NEVER made it for my three weeks in Europe and Africa. They arrived back to my home in the US 11 days after I left. I had to buy EVERYTHING there and spent time shopping that I should have spent sightseeing. My trip was in January and thus far I have received no compensation. read more