Celebrating a Year of Conversation and Progress - United Hub
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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.

Sincerely,

Oscar


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