I have flown United many of times, as well as other airlines, but I had the worst experience twice with United. On our first attempted flight, my wife & I with 3 kids (5, 2 & 2 mo old) arrived 30 minutes at the gate. Our flight was to depart at 11 am from Terminal C, where all signage shows gate closes 10 minutes before scheduled take off. I had a meeting that I was attending by phone, where my wife was nursing. At 1046 am (14 mins before flight takes off), we were standing in front of the gate, where the digital signage showed, "Flight Boarding". No one was to be found at the gate. I ran across to the nearest gate agent to see if they can contact our gate person. Finally, someone arrived at 1050 am. All I asked was to phone the plane to ask, where there were 2 women behind us, who were on a connecting United flight that also got declined.
From there, after scanning the QR code to deal with an agent for a good 30 minutes, I found another flight at a different terminal (A), where it was to fly into Charleston. I told the agent we are racing there and to get us on the flight. She was setting us up while we took the transfer bus over. I raced to the gate to arrive 2 minutes before the infamous, "Gate closes 10 minutes before scheduled takeoff", where we had 12 minutes before the flight. Again, I asked to phone the plane to let us on. This agent was even more rude, where she apologized and walked away from us with my kids screaming.
It was then where 2 phenomenal United Airlines employees (agent & Captain) tried to help, where the Captain emphasized that agent should be fired for that. Any time he received a request, they always let someone on.
I filed my complaint with United to get a measly $75/person future credit, where we incurred over $550 in additional costs due to changing flights, food & renting a car (including fuel). What irritates me the most is when I called in prior to learning all reviews need to go through website, customer service rep stated I will get my request.