United's Better Boarding Process Lives Up to Its Name - United Hub

Better Boarding lives up to its name

By The Hub team, November 20, 2018

As part of our ongoing commitment to putting customers at the center of everything we do, we identified boarding as an opportunity to improve the airport experience. Three months into "Better Boarding", and just in time for the busy holiday travel period, it's clear the new process is living up to its name.

Boarding start notifications

Customers with the United app can now receive a push notification once their flight starts boarding.

Our goal is to provide customers with more information throughout the boarding process so that they will feel more at ease. Customers will only receive the notification if they've opted in for push notifications and have a mobile boarding pass in the app's wallet.

"Your notifications are outstanding!" – (General Member)

Less lanes

Goodbye, five-lane boarding process. Hello, two-lane boarding process.

By reducing the number of boarding lanes, there is more space for customers to enjoy the gate areas, many of which have been completely remodeled with more comfortable seating and in some airports, the ability to have food and drinks from within the airport delivered directly to the gate area.

With the additional space, we've also been able to add additional seating to gate areas in numerous airports.

Improved customer satisfaction

Customer satisfaction as it relates to our boarding process has increased in the three months since we introduced Better Boarding.

"UAL has taken appropriate action to recognize & reward their most serious & loyal Premier members by including us in Group 1." – (Gold Member - BOS, 10/5)

"I loved how the gate crew handled the boarding process. Kudos to the Chicago team, it was great - fair and speedy!! – (General Member - ORD, 10/4)

Better Boarding is just one of the steps we are taking to improve the customer experience. We will continue to collect feedback from customers on ways we can further improve boarding — you may receive a post-travel survey to tell us more about your experience.

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