Introducing a Faster Friendlier Survey Experience for United Customers - United Hub

Introducing a faster, friendlier survey experience for United customers

By The Hub team, December 01, 2016

In September we launched a new and improved survey format that is sent to travelers post-flight, and only takes a couple of minutes to complete. Additionally, we reduced the frequency of survey invitations to each individual customer, so customers may not receive a survey invitation from us after a particular flight they take on United.

After conducting extensive research, we learned what's really important when it comes to the survey experience.

  1. A faster, more convenient user experience: Time is important to all of us, so we've improved our post-flight survey to make it even easier to tell us about your experiences. The new survey has been optimized for mobile devices, making it simple to share feedback with us when on the go.
  2. A tailored experience that puts the customer in control: We've modified the survey so that our customers can choose which parts of the journey they'd like to tell us more about. Instead of going through a long list of questions, customers can now choose the aspects of their travel experience on which they want to share feedback. This lets you tell us about what matters most to you, from the airport experience to onboard the aircraft.
  3. Putting the feedback we receive into action: We're investing in new tools for our employees so that they receive timely, relevant and insightful data to more quickly act to address the feedback we get.

Customers are telling us that they like the new format, and we are seeing significantly higher response rates than our previous survey. Customers are completing the survey in 40 percent less time than before, with most customers completing their survey in just a minute or two. As one Premier Platinum customer wrote, "Your new survey setup is excellent. For two flights prior to this change in survey, the overhead light above my seat did not work, and now you have a place to simply put that. Well done."

"Now that I have seen the new survey, I will make more of a point to complete [it]," a Global Services customer commented.

New Survey Layout on Mobile Device

Later this month we will be releasing a version of the survey for our Spanish-speaking customers with additional languages to follow in 2017.

We truly value all the feedback we receive and are committed to improving your experience by making improvements that matter to you. Feedback from our customers has driven exciting changes across the United system: from introducing premium brand Illy coffee and free snacks in Economy to the roll-out of our industry-altering Polaris Business Class product, which launches today. Thank you for choosing United.


United Awards Free Flights for a Year to Winners of "Your Shot to Fly" Sweepstakes

Grand prize winners live in Bradenton, FL; Cleveland, OH; Goodyear, AZ; Oakland, CA and San Francisco, CA
By United Newsroom, July 29, 2021

CHICAGO, July 29, 2021 /PRNewswire/ -- United Airlines today announced the five lucky grand prize winners of its "Your Shot to Fly" sweepstakes, who will each get to fly anywhere in the world United flies with a companion over the course of the next year. The winners of the "Your Shot to Fly" sweepstakes are:

  • Ashley Cronkhite from Bradenton, FL
  • Robert Simicak from Cleveland, OH
  • Sean Husmoe from Goodyear, AZ
  • Lauren Aldredge from Oakland CA
  • Lauren M. from San Francisco, CA

The sweepstakes was in support of the Biden administration's ongoing national effort to encourage more people to get their COVID-19 vaccination and encouraged United's MileagePlus® loyalty members to upload their vaccine records to United. In less than a month, more than one million MileagePlus members uploaded their vaccine cards to the United app and website for a shot to win one of the grand prizes. In June the airline awarded 30 first prize winners with a pair of roundtrip tickets anywhere United flies.

United First U.S. Airline to Offer Economy Customers Option to Pre-Order Snacks and Beverages

New pre-order option builds on the airline's contactless payment technology and is another example of the customer experience transformation underway at United
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- Starting today on select flights, all United customers – no matter what cabin of service they're flying in – can use the airline's award-winning mobile app and website to pre-order meals, snacks and beverages up to five days before they're scheduled to travel. United is the first and only U.S. airline to offer economy customers the option to pre-order snacks and beverages, a reflection of the customer experience transformation underway at the airline.



United Airlines to Operate More than 40 Weekly Flights as England Re-Opens to U.S. Travelers

In August, United is adding a second daily flight from Washington, D.C. to London
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- With today's announcement of England reopening to fully vaccinated travelers from the U.S. beginning Aug 2, United Airlines is making it easier for business and leisure customers to jet across the pond with the addition of flights to London. In August, United will have six daily flights between the U.S. and London, including a second daily flight from Washington, D.C. and increasing service from Houston to daily. United looks forward to resuming additional London service in the coming months as well as launching new nonstop service between Boston and London. Customers traveling to England must be fully vaccinated in the U.S. with vaccines that have been approved by the FDA and must take a test before departure as well as a PCR test within the first two days of arrival. Passengers vaccinated in the U.S. will also need to complete a passenger locator form prior to traveling to England and provide proof of U.S. residency.

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