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 Cargo operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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