United Airlines Cleaning Questions - United Hub

Passengers Can Now Text Cleaning and Safety Questions Directly to United Airlines

July 30, 2020

CHICAGO, July 30, 2020 /PRNewswire/ -- United Airlines today launched a new chat function – the United Automated Assistant – to give customers a contactless option to receive immediate access to information about cleaning and safety procedures put in place due to COVID-19. Customers can text "Clean" to FLYUA (35982) and get answers to questions about masks, boarding procedures, touchless check-in options and more, without having to call, search online or wait in a line for an answer. The United Automated Assistant is one of many recent innovations that have been developed to modernize the airline's service and create a more seamless experience for our customers. This launch follows another recently announced digital product that allows United customers on standby and upgrade lists to receive text notifications once they have been cleared and assigned a seat, saving them time and further limiting person-to-person interactions.


"The travel experience has changed a lot from just a few months ago – we've overhauled our safety and cleaning procedures and this new text functionality makes it easier for our customers to stay informed," said Linda Jojo, Executive Vice President for Technology and Chief Digital Officer. "Whether you want to know the latest about our social distancing and face covering policies or see how the boarding and deplaning process has changed, our Automated Assistant is designed to meet the customer where they are and get them answers in a simple, fast and easy way."

The United Automated Assistant answers customers questions like:

  • How is United keeping airports cleaner and safer?
  • Are United Club locations still open?
  • How can I prepare for an upcoming trip?
  • What is the quality of the air onboard a plane?
  • How are you cleaning and disinfecting your planes?
  • Are there any changes to service during flight?

The United Automated Assistant is part of the airline's United CleanPlus program, an effort to put health and safety at the forefront of the entire customer experience, that includes partnerships with Clorox and the Cleveland Clinic, a mandatory mask policy, electrostatic spraying, touchless check-in capabilities and a first-of-its kind, pre-boarding health self-assessment for passengers.

This week, United started requiring customers to wear a face covering in the more than 360 airports where the airline operates around the world, in addition to onboard the aircraft, and is now running the high-efficiency particulate air (HEPA) filtration systems at full strength on all mainline aircraft during the entire boarding and deplaning process, helping to mitigate the risk of spreading COVID-19.

Earlier this month, United debuted new text alerts for passengers on standby and upgrade lists. Cleared upgrade and standby customers, who have opted-in to receive text notifications about their flights, will now receive a text message asking them to refresh their boarding pass on the United app, where they will be able to find their seat assignment and boarding information. This new process will help further minimize touchpoints between gate agents and customers to create a more touchless travel experience. Other measures put in place include:

Limiting Number of Passengers on Board

The airline is also taking steps to limit the overall number of people onboard and separate customers wherever possible. United switched to a larger plane 66 times a day in May and June, for a total of more than 4,000 flights during those months, creating more space onboard. As a result, the airline's consolidated average seat factor – or the percentage of occupied seats including customers and non-revenue passengers – was 38% in May; 57% in June and is expected to be about 45% in July, with less than 15% of flights operating with more than 70% seats filled.

When United flights are less full, the airline's advanced automated seating tool assigns seats in a way that maximizes the space on board – and the distance between customers. And since May, United has been contacting customers via email and through the United app – as much as 24 hours in advance – if their flight is expected to be more than 70% full and gives them options to switch to different, less full flights for no additional fees. Customers also have the option to cancel their flight and receive a credit for future travel. To date, the overwhelming majority of customers choose to keep their travel plans the same.

In addition to the vital initiatives mentioned above, several of the airline's precautionary measures to further ensure a cleaner environment include:

At Check-In

  • Implementing temperature checks for every employee working at all stations throughout the airline's system
  • Installing sneeze guards at check-in and gate podiums
  • Promoting social distancing with floor decals to help customers stand six feet apart
  • Becoming the first U.S. carrier to roll out touchless check-in capabilities for customers with bags

At the Gate

  • Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
  • Providing hand sanitizer and disinfectant wipes
  • Rolling out Clorox Total 360 Electrostatic Sprayers in select markets to disinfect gate areas at United's hub airports
  • Enabling customers to self-scan boarding passes
  • Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front
  • Introducing real-time seat assignment update text and email notifications to further United's touchless airport experience

On Board

  • Using electrostatic spraying to disinfect 95%+ of aircraft
  • Disinfecting high-touch areas – such as tray tables and armrests – prior to boarding
  • Reducing contact between flight attendants and customers during snack and beverage service
  • Deplaning in groups of five rows at a time to reduce crowding
  • Providing customers with hand sanitizer and disinfectant wipes, and onboard items including pillows and blankets upon request

About United

United's shared purpose is "Connecting People. Uniting the World." For more information, visit united.com, follow @United on Twitter and Instagram or connect on Facebook. The common stock of United's parent, United Airlines Holdings, Inc., is traded on the Nasdaq under the symbol "UAL".

United Airlines logo. (PRNewsFoto/United Airlines)

SOURCE United Airlines

For further information: United Airlines Worldwide Media Relations, +1-872-825-8640, media.relations@united.com

United Airlines Announces Eight New Routes and Increases Flights to 19 Destinations in the Caribbean, Central America and Mexico for Winter Sun-Seekers

October 16, 2020

CHICAGO, Oct. 16, 2020 /PRNewswire/ -- United Airlines today announced a significant expansion of its winter international schedule, introducing eight new routes and adding flights to 19 destinations in Mexico, the Caribbean and Latin America. Starting in December, United will begin new nonstop service between Los Angeles and San Jose, Costa Rica and San Pedro Sula, Honduras; between Denver and Belize City, Belize and San Jose, Costa Rica; between Washington D.C. and Santo Domingo, Dominican Republic, and returning service between Cleveland and Cancun, Mexico. In January, United will begin new nonstop service between Liberia, Costa Rica and both Los Angeles and San Francisco. The new flights are subject to government approval.

United Airlines Starts Customer COVID-19 Testing Program at San Francisco International Airport

October 15, 2020

SAN FRANCISCO, Oct. 15, 2020 /PRNewswire/ -- Today, customers traveling on United from San Francisco International Airport to Hawaii were the first to experience the airline's COVID-19 pilot testing program, allowing customers who return a negative result to bypass the state's mandatory quarantine requirements and enjoy their time on the islands sooner. In collaboration with San Francisco International Airport, customers now have the option to take a same-day, pre-flight rapid test at the airport or a conveniently-located drive-through test at United's San Francisco Maintenance Center ahead of their trip. United has been approved by the Hawaii Department of Health as a trusted testing and travel partner and was the first U.S. carrier to announce its plans to make COVID-19 tests available to customers.

As Q3 Ends, United Airlines Shifts from Surviving the COVID-19 Crisis to Positioning to Lead the Rebound

October 14, 2020

CHICAGO, Oct. 14, 2020 /PRNewswire/ -- United Airlines (UAL) today announced third-quarter 2020 financial results. Since the beginning of the crisis, the company has been at the forefront of the industry in delivering on its three-pillar strategy of building and maintaining liquidity, minimizing cash burn and variabilizing its cost structure. Achieving these objectives has supported the airline's ability to manage the crisis as well as or better than its competitors and positions United to lead the industry when demand for air travel returns.

​Peerspace Teams with United to Bundle Flights with Work and Meeting Spaces for Remotely-Distributed Companies

October 06, 2020

SAN FRANCISCO, Oct. 6, 2020 Peerspace – the leading marketplace for booking meeting, production and event spaces – today announced it is collaborating with United Airlines to bundle flights with meeting space rentals for companies adopting flexible, remote work policies.

United Airlines Resumes Nonstop Service Between San Francisco and Shanghai

October 04, 2020

CHICAGO, Oct. 4, 2020 /PRNewswire/ -- United Airlines today announced it will start nonstop service to China four-times weekly between San Francisco and Shanghai's Pudong International Airport. Beginning Oct. 21, 2020, United will operate four weekly nonstop flights with Boeing 777-300ER aircraft from San Francisco to Shanghai on Wednesdays, Fridays, Saturdays and Sundays. Customers traveling from Shanghai will return to San Francisco on Mondays, Tuesdays, Fridays and Sundays. Tickets are available for purchase on united.com and the United mobile app.

United Airlines to Hold Webcast of Third-Quarter 2020 Financial Results

October 02, 2020

CHICAGO, Oct. 2, 2020 /PRNewswire/ -- United Airlines will hold a conference call to discuss third-quarter 2020 financial results on Thursday, October 15, at 9:30 a.m. CT/10:30 a.m. ET. A live, listen-only webcast of the conference call will be available at ir.united.com. The company will issue its third-quarter earnings release after market close on Wednesday, October 14.

United Airlines Plans to Increase Service on More than 40 Caribbean and Mexican Beach Routes in November

October 02, 2020

CHICAGO, Oct. 2, 2020 /PRNewswire/ -- United Airlines today announced it plans to resume service on nearly 30 international routes in November, including flights to cities in Asia, Europe, and South America. Additionally, the airline continues to strategically rebuild its domestic and international network by offering customers service to popular leisure destinations in the Caribbean, Hawaii, Central America and Mexico. Even with these additions, United's November schedule is still less than half of what it was this time last year. The airline plans to fly 44% of its schedule in November compared to 2019, and a 4-point increase compared to October 2020.

United Airlines Becomes First U.S. Carrier to Make COVID-19 Tests Available to Customers

September 24, 2020

SAN FRANCISCO, Sept. 24, 2020 /PRNewswire/ -- United Airlines today became the first U.S. airline to launch a COVID-19 pilot testing program for travelers that could make it easier for them to manage quarantine requirements and entry conditions of popular destinations around the world. Starting on October 15, customers traveling on United from San Francisco International Airport (SFO) to Hawaii will have the option to take a rapid test at the airport or a self-collected, mail-in test ahead of their trip.

United Launches Online 'Map Search' Feature, A First Among U.S. Airlines

September 23, 2020

CHICAGO, Sept. 23, 2020 /PRNewswire/ -- Let's say you live in Chicago, have $250 to spend on a flight and are looking to go somewhere warm for the holidays. Or you're on the east coast and want to head west for a last-minute getaway to visit a national park. Now, instead of doing multiple, time-consuming searches online, United Airlines has launched a quick and easy way to see all your travel options in one place.

United Airlines Selected to be Official Airline of the Commission on Presidential Debates

September 22, 2020

CHICAGO, Sept. 22, 2020 /PRNewswire/ -- The Commission on Presidential Debates (CPD) has selected United Airlines as the official airline for the 2020 Presidential and Vice Presidential Debates. United will fly 65 CPD staff and crew to each of the four debates being sponsored and produced by the Commission, starting with the first Presidential debate on Sept. 29 at the Samson Pavilion at Case Western Reserve University, on the main campus of Cleveland Clinic. Cleveland Clinic is serving as Health Security Advisor to the Commission on Presidential Debates, and earlier this year, United partnered with Cleveland Clinic to guide the airline's health and safety protocols. In addition to the Commission production staff, United will be flying medical professionals from Cleveland Clinic who will be onsite for the debates.

United Adds Antimicrobial Spray to Already Extensive Cabin-Cleaning Measures

September 16, 2020

CHICAGO, Sept. 16, 2020 /PRNewswire/ -- United Airlines today announced that it is adding Zoono Microbe Shield, an EPA registered antimicrobial coating that forms a long-lasting bond with surfaces and inhibits the growth of microbes, to the airline's already rigorous safety and cleaning procedures. United is currently applying the coating each week on more than 30 aircraft to seats, tray tables, armrests, overhead bins, lavatories and crew stations and expects to add this latest measure to its entire mainline and express fleet before the end of the year.

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