Celebrating a Year of Conversation and Progress - United Hub
customer experience

Celebrating a year of conversation and progress

By The Hub team, October 04, 2016

Dear reader,

Every time I take a United flight, I chat with fellow passengers and our flight crews, and I discover new ways we can enhance the quality of the service we provide. From big decisions regarding our route network and fleet, right down to our inflight meals, all of our efforts are focused on what our customers are saying they want.

And as a frequent United flier myself, I know what it's like when things don't always go according to plan. When that happens, I see where we still have room to improve, and I take it as a valuable opportunity to listen and learn.

There simply is no substitute for hearing directly from customers, which is why one year ago we launched Airtime to help us connect with you directly, answer your questions honestly and get your ideas on how we can keep improving each day.

Above all, those ideas aren't meant to be collected and put on a shelf, but put into action.

That's exactly what we did, and thanks to your feedback we have meaningful and measurable results that show we are headed in the right direction, including achieving our best on-time performance so far this year in our company's history.

I hope you will take a look at the “Our Actions" section on the Airtime site" and see the tangible progress we've made so far in turning your ideas into reality.

For example, you told us you needed reliable Wi-Fi in order to be more productive while you travel, and we are in the process of improving our wireless connectivity to each flight, and we now offer a wide range of entertainment options that can be accessed directly through our smartphone app. And you told us bluntly that the coffee we served in flight needed improvement, plain and simple. We responded by introducing illy's premium brands on board and brought back free snacks, demonstrating that we are committed to addressing every concern, no matter how small.

We are now in the process of reinstating early boarding for families with children two years and younger and implementing automated screening lanes and redesigned security checkpoints in order to shorten TSA wait times. Your ideas have catalyzed a series of exciting improvements across the system, and you are driving our progress toward becoming the best airline in the world.

Airtime has also been a game-changer when it comes to our goal of treating our employees with the same care and courtesy as we treat our customers. And we are continuing to address issues that directly affect our employees' ability to provide you with the best service possible, including redesigning all our uniforms for improved fit, comfort and durability.

Now, I have no illusions that our work is done. We are only as good as your last flight with us. When we launched Airtime one year ago, I told you that we needed to be honest about how we didn't always live up to our potential as an airline in the years following our merger. I promised that we would work to regain your trust and earn your loyalty again. We have begun to turn that promise into proof points thanks to your partnership and feedback. I hope you view the changes we've made as a demonstration of our commitment to serve you better with each flight. I look forward to hearing much more of your comments as you continue to fly the friendly skies.



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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