Helping our China flyers feel at home - United Hub

Helping our China flyers feel at home

By The Hub team, March 08, 2016

Soft slippers for your flight. Mandarin-speaking flight attendants. Tasty Chinese-inspired meals. More Chinese-language inflight entertainment options.

These are just some of the ways we are responding to feedback from our Chinese customers to give them a tailored and more welcoming experience on flights between China and the U.S.

"At United, we want to be the airline that our Chinese customers choose first," said Eliza Lin, United's director of Sales for Eastern China. "We are bringing our customers in China and the U.S. the choice, comfort and convenience they deserve, and our growing trans-Pacific network offers customers more ways to travel between the U.S. and China."

Our San Francisco hub serves as the premier West Coast gateway to the Pacific, providing the ideal location for our addition of nonstop service to Chengdu in 2014, our upcoming launch of nonstop service to Xi'an on May 8, and our newly announced addition of nonstop service between San Francisco and Hangzhou (photographed above) beginning July 13 (pending government approval).

Our new service to Hangzhou, the capital of China's Zhejiang province and one of China's fastest-growing travel markets, offers business and leisure customers convenient options for travel to Shanghai and China's central coast. We will operate the flights with the customer-favorite Boeing 787-9, and the flights will feature amenities and services designed for Chinese customers, including Mandarin-speaking flight attendants; personalized inflight entertainment options, including Chinese-language services; and a wide selection of inflight meals and beverages, including Chinese-style cuisine.

We're not only focused on improving the inflight experience for our Chinese customers, but also on how we engage with them at all points in their journey with us. Last year, we joined the conversation on WeChat – the most commonly used social platform in China – engaging with Chinese consumers in the channels they prefer. We also now offer Alipay – China's most trusted and secure payment system – as an official payment, giving Chinese customers using united.com a safe, easy and consistent experience, while avoiding any currency barriers.

This is just the beginning. We conducted focus groups and research with our Chinese customers and employees to understand how we can better serve them, and we'll be following up with numerous improvements. As a global carrier, we strongly believe in being relevant and easy to do business with for the customers and communities we serve around the world. Our initiatives in the U.S.-China market support that effort in a meaningful way.

We already operate more nonstop U.S.-China flights to more cities in China than any other U.S. airline – and you can count on us to continue building our presence there while providing a great experience along the way.

Making our app more accessible for people with disabilities

By The Hub team, October 28, 2020

We're proud to launch a redesigned version of our United app to make it easier for customers with visual disabilities to manage all aspects of day-of travel, including check-in, viewing reservation details and flight status, bag tracking and more.

This latest version of our app is now available to both Android and iOS users, and it offers increased color contrast and more space between graphics. Furthermore, we have reorganized how information is displayed and announced to better integrate with screen reader technologies like VoiceOver and TalkBack, which are built into most handheld devices. By restructuring the way the information is organized on the app, screen readers are better able to convert text to audio in the proper, logical sequence, allowing customers to better understand and navigate the app.

United Zoom backgrounds for AvGeeks

By The Hub team, October 27, 2020

Calling all AvGeeks and travelers! Take your next video call from a United Polaris® seat, the cockpit or cruising altitude with United-themed backgrounds for use on Zoom and Microsoft Teams.

Newly added to our collection is a background encouraging our employees and customers to vote. Our mission is to connect people and unite the world — and one of the most important ways to do that is to engage in the democratic process. No matter which party you support, we know our democracy will be stronger if you make your voice heard and vote.

So for your next meeting or catch up with friends and family, download the app to either your computer or mobile device to get started.

Looking back at a landmark year with Special Olympics

By Ryan Wilks, October 19, 2020

Earlier this summer, we shone a light on our flagship partnership with Special Olympics and our commitment to the Inclusion Revolution. In that same story, we introduced you to our four Special Olympics Service Ambassadors, Daniel, Kyle, Lauren and Zinyra (Z), who, this month, celebrate one year working at Chicago O'Hare International Airport as part of the United family.

This groundbreaking, inclusive employment program took off as a part of our ongoing partnership with Special Olympics, a community relationship that employees across the company hold close to heart. The original 'UA4' (as they call themselves) have become an integral part of the United team serving customers at O'Hare Airport. Even from behind their masks, their wide smiles and effervescent spirit exude and bring life to the service culture of excellence we strive towards every day.

"The UA4 are more than just customer service ambassadors. They are shining examples of how inclusion, accessibility and equity can have monumental impacts on the culture and service of a business and community," said Customer Service Managing Director Jonna McGrath. "They have forever changed who we are as a company. While they often talk about how United and this opportunity has changed their lives, they have changed ours in more ways than we can count."

In the two years of partnership with Special Olympics, United employees have volunteered over 10,500 hours of service at events around the world and donated over $1.2 million worth of travel to the organization.

"This inclusive employment program is what community partnerships, like ours with Special Olympics, are all about: collaborating to identify areas where the needs of the community intersect with the cultural and business opportunity, then creating the infrastructure and programming to bring the two together," said Global Community Engagement Managing Director Suzi Cabo. "Through this program, our goal is to show other companies that when you put a committed effort and focus towards inclusion and breaking down barriers, you transform lives. I challenge other business around the world to follow our lead in joining the Inclusion Revolution."

Check out the video below to hear from our Special Olympics Service Ambassadors firsthand.

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