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.

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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