7 Social Media Tips to Stay Connected - United Hub
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7 social media tips to stay connected

By Katie Van Dam, December 21, 2016

The holiday season is full of laughter and cheer, but often times can be associated with stress especially when winter weather conditions are involved. Here at United, our Social Media Relationship team is determined to help make your travel experience as smooth as possible. Here are 7 tips to stay connected during your journey.

1. Follow us on social

We're on Facebook and Twitter, so be sure to follow us on one or both channels. From travel updates to company announcements, we're constantly sharing what's happening at United so you'll always have the most up-to-date information out there. Plus, our Social Media Relationship team works around the clock to assist customers with travel needs and questions, so please don't hesitate to reach out.

2. Meet Autopilot

We have a new team member, and its name is Autopilot. This service provides an immediate response to those who submit a direct message (DM) to us on Twitter. Ask Autopilot a question and get a quick response on information like your flight status and FAQ's. But remember you can always talk to one of our human agents, if needed.

3. Stick to one channel

Our Social Media Relationship team responds to customers on Twitter, Facebook and Instagram, so you can connect with us on your social channel of choice. However, we'd encourage you to stick to one channel when asking for help on social media. Although it may be tempting to reach out to us on all three channels, sticking to one channel will help to expedite your question which will in turn get you on your way faster.

4. Send us all the details upfront

Our 24/7 team helps many customers around the world, so we'd encourage you to include all the necessary information and details of your experience in one post. Your safety and security is important to us, so please double-check that you are sending any confidential information in a direct or private message (e.g. confirmation numbers, MileagePlus information, baggage reference numbers, etc.).

  • Reservations issues and rebooking We will need to take a look at your itinerary using your MileagePlus and/or confirmation number, so be sure to send us that information right away.
  • Delays and issues at the airport We'll need your flight number, airport information and gate number.
  • Baggage We can also help track down your baggage if you send the baggage file reference number to us in a DM on Twitter or private message on Facebook.

5. Be patient

We work hard to respond to all social media posts as quickly as possible, but as the cold sets in and the snow starts flying, there may be some days where we have a larger volume and it may take us a bit longer to respond. We strive to respond to every customer that comes through our feed, so please be patient. We'll assist as soon as we can — and that brings us to our next tip.

6. Keep an eye on travel waivers

With the winter season upon us, there may be weather that impacts our operations. We'd suggest keeping an eye on the travel waivers we have in place. You can do this by clicking on “important notices" at the bottom of the homepage on united.com where you'll find information on travel waivers. Our Social Media Relationship team can help you get rebooked, so please feel free to reach out with your confirmation number if your flights are impacted.

7. Chat with us

We are committed to building lasting relationships with our customers, so please don't be afraid to talk to us. We want to hear about your travel adventures, flight experiences, and your favorite movies to binge-watch at 35,000 feet. Reach out to us anytime, we'd love to get to know you.

The holiday season is all about reuniting with your loved ones, and we want to make that happen as seamlessly as possible. Whether you need to be rebooked, ask a question, or you simply want to show off your fabulous wing shots and selfies, always remember that our Social Media Relationship team will be there for you every step of the way.

United's regional presidents join respective Governor's COVID-19 task force

By Ryan Wilks, May 21, 2020

As a member in the tourism, travel and transportation industries, United offers a unique perspective into the economic and operational effects rippling across the U.S. To advocate United's efforts, and in anticipation of a bright future, New York/New Jersey President Jill Kaplan and California President Janet Lamkin have both been named to their states' respective governor's COVID-19 response task force committees.

A message from Scott Kirby, United’s new CEO

By The Hub team, May 20, 2020


Hello. I'm Scott Kirby, the new CEO of United Airlines. I'm a proud Air Force Academy graduate and have spent my entire career in and around aviation, including the last four years as President of United.

While I had planned for my first communication with you to be about the meaningful investments we were making to the travel experience and our continued growth across the U.S. and expansion to exciting new destinations around the world, today, the situation rendered to us by the COVID-19 pandemic leads me to a different type of message.

First, I graciously and humbly thank you for your business. Now, more than ever, our customers' loyalty is so deeply appreciated by every member of the United family.

As essential workers, the men and women of our airline have been hard at work over the past two months to transport vital medical supplies and critical goods to places that need them most, to provide free travel to healthcare professionals and to help thousands of individuals repatriate to their home countries.

Safety has always been our top priority, and right now in the midst of an unprecedented crisis, it's our singular customer focus. We recognize that COVID-19 has brought cleanliness and hygiene standards to the front of your mind when making travel decisions. We're not leaving a single stone unturned in our pursuit to protect our customers and employees.

We are installing plexiglass in lobby and gate areas, we're using the same equipment used to clean hospitals to disinfect the interiors of our aircraft, all crew and customers on board are required to wear face mask coverings and we're taking the temperature of our employees before they start work.

But at United, we're not stopping there. We're teaming up with experts from Clorox and the Cleveland Clinic to set a new standard for cleanliness and healthy flying that we are calling United CleanPlus℠.

Clorox is working closely with us to improve how we disinfect common surfaces and provide our customers with amenities that support a healthy and safe environment.

Physicians and scientists at the Cleveland Clinic, will advise us on new technologies and approaches, assist in training development and create a rigorous quality assurance program. And, as scientists learn more about how to fight COVID-19, Cleveland Clinic experts will help us use those discoveries to quickly implement new ways to keep our customers safe.

While we may not know when this pandemic will subside, what we do know is that travel is so deeply woven into the fabric of our global culture. We all desire to visit family, dance at a friend's wedding, hug parents…and see the wonders of this beautiful world. No matter how sharp the picture quality – or how strong the WiFi signal – there's simply no substitute for being there – in person – to collaborate, celebrate, explore. We are confident that travel will return. And when it does, United Airlines will be ready to serve you again in the friendly skies.

Thank you. Be well. And I look forward to seeing you on board.

Making every step of the travel journey safer for you

By United Airlines, April 22, 2020
United Clean Plus | Clorox

We remain passionate about connecting the world safely

United CleanPlus SM is our commitment to putting health and safety at the forefront of your journey, with the goal of delivering an industry-leading standard of cleanliness. We're teaming up with Clorox to redefine our cleaning and disinfection procedures, and over the coming months, we'll roll out Clorox products across our U.S. airports, starting in select locations, to help support a healthy and safe environment throughout your travel experience.

At the airport

  • At check-in:

  • 1
    Implementing temperature checks for employees and flight attendants working at hub airports
  • 2
    Installing sneeze guards at check-in and gate podiums
  • 3
    Encouraging use of the United app for contactless travel assistance and more
  • 4
    Promoting social distancing with floor decals to help customers stand 6 feet apart
  • 5
    Introducing touchless check-in for customers with bags
  • At the gate:

  • 6
    Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
  • 7
    Providing hand sanitizer and
    disinfectant wipes
  • 8
    Allowing customers to self-scan boarding passes
  • 9
    Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front to promote social distancing

On our aircraft

  • 1
    Providing individual hand sanitizer wipes for customers
  • 2
    Requiring all customers and employees to wear a face covering and providing disposable face coverings for customers who need them
  • 3
    Temporarily removing onboard items like pillows, blankets and inflight magazines
  • 4
    Disinfecting high-touch areas, like tray tables and armrests, before boarding
  • 5
    Reducing contact between flight attendants and customers during snack and beverage service
  • 6
    Ensuring aircraft cleaning standards meet or exceed CDC guidelines
  • 7
    Applying social distancing to seating procedures when possible, including:
    • Limiting middle seat selection
    • Moving customers seated closely together
    • De-planing in groups of five rows at a time to reduce crowding
  • 8
    Using electrostatic spraying to disinfect aircraft, to be completed on all flights by mid-June
  • 9
    Using state-of-the-art, hospital-grade, high-efficiency (HEPA) filters to circulate air and remove up to 99.7% of airborne particles

Cleveland Clinic We're working closely with the experts at Cleveland Clinic to advise us on enhancing our cleaning and disinfection protocols for the safety of our employees and customers. Visit Cleveland Clinic's website to learn more about COVID-19.

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