10 Ways United Wrapped Up a Stellar 2016 - United Hub

10 ways United wrapped up a stellar 2016

By The Hub team , December 27, 2016

If you thought United had a great year, you're in great company. From unveiling a jetbridge to what's next, to building a dream team, to putting new mobile devices in employees' hands and new coffee and snacks in the hands of our customers – we've had an amazing 2016.

As the clock winds down on this year, see below to read more about 10 ways we wrapped up a stellar 2016:

We have a jetbridge to what's next.

we have a jetbridge to what's next

Last month we told the world and our investors that we have all the right pieces to be the best airline in the world. We rolled out a strategy built on earning employee trust and elevating leadership, running the industry's most reliable operation, creating the world's leading network, delivering a highly competitive and profitable customer experience, powering our business through technology and building our future through financial strength. We have the right strategy, the right leadership team and the world's greatest employees, which will make us the best airline in the world.

We built a dream team.

we built a dream team

CEO Oscar Munoz returned from his heart transplant reenergized and ready to help us soar on the wings of this new spirit of United. We have begun turning promise into proof as the team has focused on restoring trust and re-earning the loyalty of our employees and customers. We started with an impressive team of industry veterans: EVP and General Counsel Brett Hart, EVP and Chief Operations Officer Greg Hart, EVP and Chief Information Officer Linda Jojo, Human Resources and Labor Relations EVP Mike Bonds and SVP Finance, Procurement and Treasurer Gerry Laderman. To the mix, we added President Scott Kirby and EVP and Chief Financial Officer Andrew Levy, and EVP and Chief Commercial Officer Julia Haywood, bringing a powerful combination of industry perspective and experience to our leadership team.

We're all pulling on the same end of the rope.

we're all pulling on the same end of the rope

In one year, we reached agreements with all domestic unionized employee groups: the Air Line Pilots Association, Association of Flight Attendants, International Brotherhood of Teamsters, International Association of Machinists and Professional Airline Flight Control Association. We're now able to work together as an airline that is truly united as a team.

We keep getting better.

we keep getting better

We had our best-ever Thanksgiving operational performance, despite having the highest load factor and more weather delays than any other Thanksgiving timeframe in the last six years. It's no wonder that employees have achieved 12 months in a row of performance bonuses and a record number of no-cancellation days.

It's amazing what snacks and a great cup of coffee can do.

it's amazing what snacks and a great cup of coffee can do

Customers are once again enjoying free snacks on board after we brought them back to our flights in February with the delicious Stroopwafel. And award-winning illy coffee is gracing the skies on every United and United Express flight.

We're keeping the Beat.

we're keeping the beat.

Our new customer satisfaction score is called United Beat, and we get it from a survey that's shorter, more focused and mobile-friendly. It measures the percentage of satisfied customers and will help us make informed decisions about when and where to act to improve the customer experience. We also named Kate Gebo our chief customer officer, with responsibility for all of our customer-facing teams from booking to landing, including Contact Centers, Customer Experience, Food Services, Inflight Services and Airport Operations. Together we're working to take United to new heights of customer service delivery.

From Terracotta Warriors to the charm of Old Havana, we're connecting the world.

From Terracotta Warriors to the charm of Old Havana, we're connecting the world.

We launched several new international routes to Asia, Latin America and the Middle East, including new service to Havana; Hangzhou and Xi'an in China; Auckland, New Zealand; Singapore; and Tel Aviv.

We've placed 50,000 mobile devices in our employees' hands.

We've placed 50,000 mobile devices in our employees' hands.

Our flight attendants can use their LINK devices to process Economy Plus upsells, customer service representatives can use their Mobile Agent Platform for in-the-moment customer care, and ramp service employees are using new SmartScan technology to scan bags in real time using Wi-Fi or cellular data to ensure we're following bags from the bag room to departure to arrival to transfer to the claim area.

Two words: Rio Olympics.

Two words: Rio Olympics.

We took pride in flying the US Olympic and Paralympic Teams to the 2016 Olympic Games in Rio de Janeiro, where Simone Biles, Michael Phelps and so many other athletes stole our hearts with dramatic, gold-medal performances. From employee volunteers to Olympic-level sendoff events, we celebrated our more than 35 year partnership with Team USA.

From price-sensitive to posh, we're reimagining the customer experience.

From price-sensitive to posh, we're reimagining the customer experience.

To serve a broad customer base, we're rolling out Basic Economy for those seeking ultra-low airfares. For intercontinental travelers, we rolled out our most significant product transformation in more than a decade in United Polaris, featuring a reimagined, sleep-enhancing experience that puts the legacy of the weary intercontinental business traveler to bed for good. It features Custom-designed bedding from Saks Fifth Avenue, luxe spa products, an elevated dining experience and an exclusive portfolio of United Polaris business class lounges – the Chicago United Polaris Lounge is the only lounge of its kind offered by a U.S. airline to business class customers.

An update from our CEO, Oscar Munoz

By Oscar Munoz, CEO, United Airlines , March 27, 2020

To our customers,

I hope this note finds you and your loved ones healthy and well.

It is safe to say these past weeks have been among some of the most tumultuous and emotional that any of us can remember in our lifetimes. The impact of the coronavirus outbreak has been felt by individuals and families, companies and communities, across the United States and around the world.

The response to this crisis has been extraordinary; as much for what it has required from our society as for what it has revealed of us as a people.

Far from causing division and discord, this crisis and the social distancing it has required, has allowed us to witness something profound and moving about ourselves: our fond and deeply felt wish to be connected with one another.

The role of connector is one we're privileged to play in the moments that matter most in your life – weddings and graduations, birthdays and business trips, events large and small – and it's that responsibility that motivates us most to get back to our regular service, as soon as possible.

That is why it is so important our government acted on a comprehensive relief act to ensure our airline – and our industry – are ready and able to serve you again when this crisis abates.

I want to relay to you, in as deeply personal a way I can, the heartfelt appreciation of my 100,000 United team members and their families for this vital public assistance to keep America and United flying for you.

This support will save jobs in our business and many others. And it allows us time to make decisions about the future of our airline to ensure that we can offer you the service you deserve and have come to expect as our customers.

While consumer demand has fallen, we have seen the need for our service and capabilities shifted. And, we've adapted to help meet those needs.

Right now, aircraft flying the United livery and insignia, flown by our aviation professionals, have been repurposed to deliver vital medical supplies and goods to some of the places that need it most. We're also using several of our idle widebody aircraft to use as dedicated charter cargo flights, at least 40 times per week, to transfer freight to and from U.S. locations as well as to key international business locations. At the same time, we are working in concert with the U.S. State Department to bring stranded Americans who are trying to return home back to their loved ones.

While much remains uncertain right now, one thing is for sure: this crisis will pass. Our nation and communities will recover and United will return to service you, our customers. When that happens, we want you to fly United with even greater pride because of the actions we took on behalf of our customers, our employees and everyone we serve.

Stay safe and be well,

Oscar Munoz
CEO

Working to bring people home – repatriation flights underway

By The Hub team , March 26, 2020

When and where possible, we are working to repatriate travelers who are stranded abroad in the wake of the COVID-19 crisis. Our teams are working closely with government officials here in the U.S. as well as in other countries where flying has been restricted to gain the necessary approvals to operate service. In regions where government actions have barred international flying, we have coordinated with the the U.S. State Department and local government officials to re-instate some flights. Additionally, we have been operating several extra flights to countries in Central America and South America as we continue to play a role in connecting people and uniting the world.

This week, we are operating 21 flights from Panama City, Quito, Lima, San Pedro Sula, Tegucigalpa and Roatan, to bring nearly 2,500 Americans home. We will continue working with government officials to operate extra flights to Houston from Quito, San Pedro Sula, Tegucigalpa and from Lima to Washington Dulles. We continue to review more opportunities for flights between the United States and other countries to bring citizens home.

Video provided by the U.S. Embassy Ecuador of Americans returning home on United.

Additionally, our Customer Solutions and Recovery team is working with customers in the following markets to rebook them on flights back to the United States as capacity allows, either on our aircraft or on one of our airline partners' planes:

  • Quito, Ecuador
  • Managua, Nicaragua
  • Roatan, Honduras
  • San Pedro Sula, Honduras
  • Amsterdam
  • Brussels
  • Munich
  • Singapore
  • Tokyo-Haneda
  • Seoul, South Korea
  • Melbourne, Australia

Map showing reinstated international flights to help bring customers home during COVID-19 crisis.

We also recently reinstated several international flights back into our schedule to support customers and essential businesses which depend on these routes. As a result, we will be the only airline to offer service between Newark/New York and London, San Francisco and Sydney, as well as Houston and São Paulo, Brazil.

Domestic and international schedule reductions

By The Hub team , March 25, 2020

While travel demand and government restrictions continue to impact our schedule, we know some people around the globe are displaced and still need to get home. While our international schedule will be reduced by about 90% in April, we will continue flying six daily operations to and from the following destinations — covering Asia, Australia, Latin America, the Middle East and Europe — in an effort to get customers where they need to be. This remains a fluid situation, but United continues to play a role in connecting people and uniting the world, especially in these challenging times. Learn more about what we're doing to keep customers and employees safe.

Flights continuing from now through May schedule:

  • New York/Newark – Frankfurt (Flights 960/961)
  • New York/Newark – London (Flights 16/17)
  • New York/Newark – Tel Aviv (Flights 90/91)
  • Houston – Sao Paulo (Flights 62/63)
  • San Francisco – Tokyo-Narita (Flights 837/838)
  • San Francisco – Sydney (Flights 863/870)

In addition to the above, we will continue to operate the following flights to help displaced customers who still need to get home. In destinations where government actions have barred us from flying, we are actively looking for ways to bring customers who have been impacted by travel restrictions back to the United States. This includes working with the U.S. State Department and the local governments to gain permission to operate service.

Atlantic

The following flights will continue through March 28 westbound:

  • New York/Newark – Amsterdam (Flights 70/71)
  • New York/Newark – Munich (Flights 30/31)
  • New York/Newark – Brussels (Flights 999/998)
  • New York/Newark – Cape Town (Flights 1122/1123)
  • Washington-Dulles – London (Flights 918/919)
  • San Francisco – Frankfurt (Flights 58/59)

The final westbound departures on all other Atlantic routes will take place on March 25.

Pacific

  • We will continue to fly San Francisco-Seoul (Flights 893/892) through March 29 and San Francisco-Tahiti (Flights 115/114) through March 28.
  • Our final eastbound departures on all other Pacific routes will take place on March 25.
  • We will maintain some Guam flights as well as a portion of our Island Hopper service.
  • Hawaii's governor issued a mandatory 14-day self-quarantine order for all travelers arriving or returning to Hawaii. Travelers must complete a Hawaii Department of Agriculture form that will be distributed on board their flight which will also include the requirements for the 14-day quarantine, as well as the penalties. You must show a government issued ID upon arrival along with your form. You can find more information on the governor's website.

Latin America/South America

  • We will continue to fly Newark/New York – Sao Paulo (Flights 149/148) through March 27 outbound.
  • The last southbound departures on most other routes will take place March 24.

Mexico

  • We will reduce our Mexico operation over the next five days. After March 24, we will maintain a small number of daytime flights to certain destinations in Mexico — more to come in the next few days.

Canada

  • We will suspend all flying to Canada effective April 1.

In destinations where government actions have barred us from flying, we are actively looking for ways to bring customers who have been impacted by travel restrictions back to the United States. This includes working with the U.S. State Department and the local governments to gain permission to operate service.

The revised international schedule will be viewable on united.com on Sunday, March 22. We will continue to update our customers with information as it's available.

If you're scheduled to travel through May 31, 2020, and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling. Please visit united.com for more information, or reference our step-by-step guide on how to change your flight, cancel and rebook later.

For any customer, including residents from other countries, whose international travel is disrupted by more than six hours because of schedule changes resulting from government restrictions, they will retain a travel credit equal to the value of their ticket. That credit can be used towards any flight, to any destination, for 12 months from the time of purchase. If the customer chooses not to use the credit, they will receive a cash refund at the end of that 12-month period.We continue to aggressively manage the impact of the coronavirus (COVID-19) outbreak on our employees, our customers and our business. Due to government mandates or restrictions in place prohibiting travel, we are reducing our international schedule by 95% for April. The revised international schedule will be viewable on united.com on Sunday, March 22.

Domestic schedule

We're also making changes to our domestic schedule. While we don't plan to suspend service to any single U.S. city now — with the exception of Mammoth Lakes and Stockton, CA — we are closely monitoring demand as well as changes in state and local curfews and government restrictions across the U.S. and will adjust our schedule accordingly throughout the month.

Additionally, today we announced a further reduction in our domestic schedule — the changes will result in a 52% overall domestic reduction from a previous 42%, and our overall capacity will now be down 68% overall.

Hub city Route suspensions Remaining service
Denver Arcata/Eureka
Amarillo
Kona
Kauai Island
SFO
IAH
SFO
SFO
New York/Newark Akron/Canton
Grand Rapids
Hilton Head
Honolulu
Milwaukee
Madison
Omaha
Portland, Oregon
Providence
Seattle
Salt Lake City
Sacramento
Knoxville
Fayetteville
ORD
ORD, DEN
IAD
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN
ORD, DEN
ORD, IAH, DEN
ORD, IAH, DEN, SFO
IAD, ORD
IAD, ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
IAD, ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN
Washington-Dulles Grand Rapids
Portland, Oregon
Sacramento
ORD, DEN
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
Houston Hartford
Boise
Grand Rapids
Lexington
Ontario, California
Palm Springs
San Jose, California
Akron/Canton
Reno
IAD, ORD, DEN
ORD, DEN, SFO, LAX
ORD
ORD, DEN
IAD, ORD
DEN, SFO
DEN, SFO, LAX
DEN, SFO
DEN
Los Angeles Arcata/Eureka
Austin
Boston
Baltimore
Bozeman
Cleveland
Kona
Kauai Island
Orlando
Madison
Kahului
Redding
Reno
San Antonio
St George
SFO
EWR, IAD, ORD, IAH, DEN, SFO
EWR, IAD, ORD, IAH, DEN, SFO
ORD, IAH, DEN
DEN
EWR, IAD, ORD, IAH, DEN, SFO
SFO
SFO
EWR, IAD, ORD, IAH, DEN, SFO
ORD, DEN
DEN, SFO
SFO
DEN, SFO
EWR, IAD, ORD, IAH, DEN
DEN
Chicago Asheville
Bismarck/Mandan
Bozeman
Kearney
Panama City
Eugene
Fresno
Spokane
Hilton Head
Wilmington
Jackson
Kahului
Palm Springs
Reno
San Jose
Valparaiso
IAD
DEN
DEN
DEN
IAH
DEN, SFO, LAX
DEN, SFO, LAX
DEN, SFO
IAD
IAD
IAH
DEN, SFO
DEN, SFO, LAX
DEN, SFO
DEN
IAH
San Francisco Atlanta
Nashville
Baltimore
Bozeman
Columbus
Detroit
Fort Lauderdale
Indianapolis
Kansas City
Madison
New Orleans
Omaha
Philadelphia
Pittsburgh
Raleigh/Durham
San Antonio
St Louis
Tampa
Fayetteville
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
ORD, IAH, DEN
ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
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