Banking on Houston - United Hub

Banking on Houston Airport

By Matt Adams, June 27, 2017

Earlier this year, President Scott Kirby spoke with employees about the future of United and our plans to build the best airline for everyone we serve. "To be the best airline in the world, there are two 'must haves': the best people and the best network," he said. Calling United the airline with the "greatest route network potential in the world," we are focused on strengthening our hubs, creating opportunities for future growth and competing aggressively for customers everywhere we fly. Now, we are embarking on a new strategy in Houston that will help us achieve those ends.

For several years, we have operated a schedule of ten "flight banks" at Houston's George Bush Intercontinental Airport, with the hub serving as a connection point primarily for east-to-west routes across the U.S. Beginning this fall, however, we are moving from that model to a consolidated eight-bank structure that connects passengers from all directions, giving us more flexibility to feed aircraft throughout the entire country while maximizing our approximately 90 gates at Houston Airport.

For those unfamiliar with the concept of "banking," think of a bank of flights as a cluster of aircraft that all arrive at a hub at roughly the same time and then depart to different destinations around the spoke. In the past we would see, say, 50 arrivals per bank spread throughout the day. But under the new schedule plan, we'll have eight daily peaks with upwards of 75-80 aircraft arriving at once.

Doing this allows us to improve connectivity for our customers and provide greater access to more destinations across the country. The move is also expected to increase passenger demand in several markets, enabling us to upgauge some United Express flights to larger mainline aircraft, and will result in better utilization of our space at the airport.

To help minimize any negative impact on our operation and employees, our Network Planning team worked closely with Houston Airport's leadership, eliciting feedback from the different operational groups and ensuring that potential pitfalls were addressed.

"We are going to invest in the right assets in Houston so that our employees have the tools they need to be successful under this new configuration," said Mark Nelsen, Operations Network Analysis Senior Manager. "For instance, we're focused on things like making sure the baggage system, our lobbies, TSA and ATC can all handle the increased movement of customers during those eight peaks. We're also adding staffing so that our employees can adequately support larger numbers of flights in each bank."

Additionally, there will be several other areas of investment meant to facilitate the new bank structure, including installing more lobby kiosks and adding ground support equipment.

With more flights, more route options and more available seats in and out of Houston, we are looking to better connect people to the places and moments that matter most. Customers can begin purchasing tickets for flights within the new schedule on June 24 for travel beginning on October 29.

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.

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.

Making every step of the travel journey safer for you

By United Airlines, April 22, 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.

Scroll to top