United Airlines: Now playing in a city near you - United Hub

United Airlines: Now playing in a city near you

By Janet Lamkin, September 26, 2019

When I came to United two years ago, I came here knowing that I had the opportunity to be part of an exciting new chapter in this airline's history.

United had already begun focusing more than ever on customer needs and on what our CEO Oscar Munoz called "de-stressing the travel experience." There was a sense that we were going to change the airline industry, and I couldn't wait to do my part, particularly for our customers here in California.

As United's California president, my team and I are responsible for making sure that United stays connected to the needs and values of the customers here. And it's more than flying people from point A to point B. It's also using our collective voice to advocate for things like diversity and inclusion in the workplace and doing things like reducing our carbon footprint for the future of our planet. It also means helping strengthen our underserved communities.

I was raised in Stockton, a place that, though I left it, has never left me. People often don't realize that the Central Valley is almost like a state within a state – an enormous area with a significant population, a rich culture, its own economy and its own unique needs that sometimes get overlooked in favor of the larger coastal cities.

So, when I arrived at United two years ago, I asked, "What do customers here need?" The simple answer was: connectivity and convenience. For too long, places like Stockton, Bakersfield and Fresno were virtually ignored by major airlines. If you lived in Redding, for instance, and you wanted to visit Beijing, you had to drive all the way to San Francisco. Who wants to do that before boarding a 12-hour flight?

With that in mind, my team and I have worked closely with United's Network Planning group over the past couple of years, building off of their expansion strategy for California. Our guiding principle was that the people who live in smaller cities deserve the same opportunities to easily fly where they want to, just like the people who live in the bigger metropolises. From Stockton alone, we can now connect local customers to more than 60 domestic and international destinations via LAX, which is something I'm thrilled to say.

We also recognized that people in other parts of the state and the country also want to visit smaller cities in California, and they want to do business in those places. Again, Stockton is a terrific example of that. A L.A.-based tech company recently opened a satellite data center there due, in part, to United's flights between Stockton Metropolitan Airport and LAX. It's worth noting that we are the only airline offering this service, so I like to think we contributed in a small way to that important economic boon for the city.

Being from Stockton, you can imagine how proud that makes me feel. When I spoke at the Inland California Rising Summit last week, I expressed that pride and reiterated how important our community is to United. But Stockton is not alone in that respect.

Our airline now serves more destinations in California than any other carrier. That is by design. Our Los Angeles and San Francisco hubs are integral to United's success, but we want to be California's hometown airline, and that extends to the towns beyond the Bay Area and greater L.A.

United has placed me in a unique position to help make that a reality, and I couldn't be more excited about how we're expanding, particularly in the Central Valley. Not only can we fly these customers to amazing destinations, we can fuel economic expansion and other opportunities where they live. When that happens, it's a win-win.

Whether it be technology, entertainment or agriculture, California is always looking for the next big thing. We're no different at United, only in the case of California, the smaller cities are the next big thing. Wherever our customers are, that's where we'll be.

United's regional presidents join respective Governor's COVID-19 task force

By Ryan Wilks, May 21, 2020

As a member in the tourism, travel and transportation industries, United offers a unique perspective into the economic and operational effects rippling across the U.S. To advocate United's efforts, and in anticipation of a bright future, New York/New Jersey President Jill Kaplan and California President Janet Lamkin have both been named to their states' respective governor's COVID-19 response task force committees.

Making every step of the travel journey safer for you

By United Airlines, May 20, 2020
United Clean Plus | Clorox

We remain passionate about connecting the world safely

United CleanPlus SM is our commitment to putting health and safety at the forefront of your journey, with the goal of delivering an industry-leading standard of cleanliness. We're teaming up with Clorox to redefine our cleaning and disinfection procedures, and over the coming months, we'll roll out Clorox products across our U.S. airports, starting in select locations, to help support a healthy and safe environment throughout your travel experience.

At the airport

  • At check-in:

  • 1
    Implementing temperature checks for employees and flight attendants working at hub airports
  • 2
    Installing sneeze guards at check-in and gate podiums
  • 3
    Encouraging use of the United app for contactless travel assistance and more
  • 4
    Promoting social distancing with floor decals to help customers stand 6 feet apart
  • 5
    Introducing touchless check-in for customers with bags
  • At the gate:

  • 6
    Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
  • 7
    Providing hand sanitizer and
    disinfectant wipes
  • 8
    Allowing customers to self-scan boarding passes
  • 9
    Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front to promote social distancing

On our aircraft

  • 1
    Providing individual hand sanitizer wipes for customers
  • 2
    Requiring all customers and employees to wear a face covering and providing disposable face coverings for customers who need them
  • 3
    Temporarily removing onboard items like pillows, blankets and inflight magazines
  • 4
    Disinfecting high-touch areas, like tray tables and armrests, before boarding
  • 5
    Reducing contact between flight attendants and customers during snack and beverage service
  • 6
    Ensuring aircraft cleaning standards meet or exceed CDC guidelines
  • 7
    Applying social distancing to seating procedures when possible, including:
    • Limiting middle seat selection
    • Moving customers seated closely together
    • De-planing in groups of five rows at a time to reduce crowding
  • 8
    Using electrostatic spraying to disinfect aircraft, to be completed on all flights by mid-June
  • 9
    Using state-of-the-art, hospital-grade, high-efficiency (HEPA) filters to circulate air and remove up to 99.7% of airborne particles

Cleveland Clinic We're working closely with the experts at Cleveland Clinic to advise us on enhancing our cleaning and disinfection protocols for the safety of our employees and customers. Visit Cleveland Clinic's website to learn more about COVID-19.

A message from Scott Kirby, United’s new CEO

By The Hub team, May 20, 2020


Hello. I'm Scott Kirby, the new CEO of United Airlines. I'm a proud Air Force Academy graduate and have spent my entire career in and around aviation, including the last four years as President of United.

While I had planned for my first communication with you to be about the meaningful investments we were making to the travel experience and our continued growth across the U.S. and expansion to exciting new destinations around the world, today, the situation rendered to us by the COVID-19 pandemic leads me to a different type of message.

First, I graciously and humbly thank you for your business. Now, more than ever, our customers' loyalty is so deeply appreciated by every member of the United family.

As essential workers, the men and women of our airline have been hard at work over the past two months to transport vital medical supplies and critical goods to places that need them most, to provide free travel to healthcare professionals and to help thousands of individuals repatriate to their home countries.

Safety has always been our top priority, and right now in the midst of an unprecedented crisis, it's our singular customer focus. We recognize that COVID-19 has brought cleanliness and hygiene standards to the front of your mind when making travel decisions. We're not leaving a single stone unturned in our pursuit to protect our customers and employees.

We are installing plexiglass in lobby and gate areas, we're using the same equipment used to clean hospitals to disinfect the interiors of our aircraft, all crew and customers on board are required to wear face mask coverings and we're taking the temperature of our employees before they start work.

But at United, we're not stopping there. We're teaming up with experts from Clorox and the Cleveland Clinic to set a new standard for cleanliness and healthy flying that we are calling United CleanPlus℠.

Clorox is working closely with us to improve how we disinfect common surfaces and provide our customers with amenities that support a healthy and safe environment.

Physicians and scientists at the Cleveland Clinic, will advise us on new technologies and approaches, assist in training development and create a rigorous quality assurance program. And, as scientists learn more about how to fight COVID-19, Cleveland Clinic experts will help us use those discoveries to quickly implement new ways to keep our customers safe.

While we may not know when this pandemic will subside, what we do know is that travel is so deeply woven into the fabric of our global culture. We all desire to visit family, dance at a friend's wedding, hug parents…and see the wonders of this beautiful world. No matter how sharp the picture quality – or how strong the WiFi signal – there's simply no substitute for being there – in person – to collaborate, celebrate, explore. We are confident that travel will return. And when it does, United Airlines will be ready to serve you again in the friendly skies.

Thank you. Be well. And I look forward to seeing you on board.

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