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 Awards Free Flights for a Year to Winners of "Your Shot to Fly" Sweepstakes

Grand prize winners live in Bradenton, FL; Cleveland, OH; Goodyear, AZ; Oakland, CA and San Francisco, CA
By United Newsroom, July 29, 2021

CHICAGO, July 29, 2021 /PRNewswire/ -- United Airlines today announced the five lucky grand prize winners of its "Your Shot to Fly" sweepstakes, who will each get to fly anywhere in the world United flies with a companion over the course of the next year. The winners of the "Your Shot to Fly" sweepstakes are:

  • Ashley Cronkhite from Bradenton, FL
  • Robert Simicak from Cleveland, OH
  • Sean Husmoe from Goodyear, AZ
  • Lauren Aldredge from Oakland CA
  • Lauren M. from San Francisco, CA

The sweepstakes was in support of the Biden administration's ongoing national effort to encourage more people to get their COVID-19 vaccination and encouraged United's MileagePlus® loyalty members to upload their vaccine records to United. In less than a month, more than one million MileagePlus members uploaded their vaccine cards to the United app and website for a shot to win one of the grand prizes. In June the airline awarded 30 first prize winners with a pair of roundtrip tickets anywhere United flies.

United First U.S. Airline to Offer Economy Customers Option to Pre-Order Snacks and Beverages

New pre-order option builds on the airline's contactless payment technology and is another example of the customer experience transformation underway at United
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- Starting today on select flights, all United customers – no matter what cabin of service they're flying in – can use the airline's award-winning mobile app and website to pre-order meals, snacks and beverages up to five days before they're scheduled to travel. United is the first and only U.S. airline to offer economy customers the option to pre-order snacks and beverages, a reflection of the customer experience transformation underway at the airline.

United Airlines to Operate More than 40 Weekly Flights as England Re-Opens to U.S. Travelers

In August, United is adding a second daily flight from Washington, D.C. to London
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- With today's announcement of England reopening to fully vaccinated travelers from the U.S. beginning Aug 2, United Airlines is making it easier for business and leisure customers to jet across the pond with the addition of flights to London. In August, United will have six daily flights between the U.S. and London, including a second daily flight from Washington, D.C. and increasing service from Houston to daily. United looks forward to resuming additional London service in the coming months as well as launching new nonstop service between Boston and London. Customers traveling to England must be fully vaccinated in the U.S. with vaccines that have been approved by the FDA and must take a test before departure as well as a PCR test within the first two days of arrival. Passengers vaccinated in the U.S. will also need to complete a passenger locator form prior to traveling to England and provide proof of U.S. residency.

Scroll to top