Awful. My family were delayed 24 hours returning to Scotland from USA. Staff told us our UK flight would wait for us, as our connecting flight was delayed - but it did not. After waiting hours in Chicago airport we were given a hotel and vouchers for food in the hotel. The hotel was a dive with no food. It was dirty with stains and holes in the sheets, on the walls and floor and what looked like blood spattered next to the headboard. Ants were crawling up the walls and got into our bags. A notice on the door warned customers to lock both locks for safety and there was a side door to a neighbouring room. It was disgusting and did not feel safe or hygienic. We couldn't sleep and spent the whole of the next day in Chicago airport - staff told us not to leave to ensure we could be seated on the plane that evening. A patronising member of United staff laughed at us for paying any attention to what his colleagues had said and another told us that we should know never to buy flights with only 2 hours to connect, ie. we were blamed. We arrived in Scotland a full day late, missing work. United's website doesn't work, and conveniently doesn't allow you to submit a complaint / request a refund.