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-only flights transport critical goods

By The Hub team

When the pandemic began, United Cargo knew it would be critical to utilize its fleet, network and industry-leading pharmaceutical handling processes to transport a COVID-19 vaccine when the time came.

Connecting vaccines to the world: United responds to mass distribution effort

December 22, 2020

On November 27, United Airlines became the first commercial airline to safely deliver the first batch of Pfizer and BioNTech's COVID-19 vaccine into the U.S. thanks to a coordinated effort between United's cargo, safety, technical operations, flight operations, regulatory and legal teams.

Now as the entire shipping and logistics industry bands together to widely distribute vaccines, United is leveraging all of its flights, including cargo-only and those carrying passengers, to transport millions of vaccines to destinations throughout our network, including Honolulu, Guam and Saipan – the first of any carrier to do so.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Airline and its customers use crowdsourcing platform - Miles on a Mission - to donate more than 11 million miles for charities like the Thurgood Marshall College Fund, College to Congress and Compass to Care
By United Newsroom, December 01, 2020

CHICAGO, Dec. 1, 2020 /PRNewswire/ -- United is inviting MileagePlus members to give back on Giving Tuesday and throughout the holiday season by donating miles to nearly 40 non-profits through United Airlines' crowdsourcing platform, Miles on a Mission. Non-profits like Thurgood Marshall College Fund, College to Congress and Compass to Care are attempting to raise a total of more than 11 million miles to be used for travel for life-saving health care, continued education, humanitarian aid and more. United will match the first 125,000 miles raised for each of these organizations to help ensure they meet their goals.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Why we fly

By The Hub team, November 27, 2020

In October 2019, we launched a first-of-its-kind airline miles donation platform, Miles on a Mission. In the inaugural year, MileagePlus members donated over 70 million miles, with United matching over 20 million miles, to 51 organizations. These miles have allowed for these organizations to do important, life-changing, life-saving work in the communities we serve around the globe.

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