The Gift of a Lifetime - United Hub

The gift of a lifetime

By Matt Adams, November 13, 2018

The last thing Newark-based Flight Attendant Jair Ripoll wanted to do was ask for help on social media. It just didn't seem right to him, airing his personal pain like that for everyone to see. But on a layover last fall, his friends and colleagues, Newark-based Flight Attendants Frank Luff and Colleen McClelland, urged him — pleaded, actually — to post news of his condition to Facebook in the hope of a miracle.

Ten years ago, Jair was diagnosed with a hereditary kidney disease. He was told at that time he would need a transplant as the disease progressed, but he had been unable to find a friend or family member who could donate one of their kidneys. Jair registered on the organ waiting list in Florida, where his family lives, praying that his name would be called before it was too late. With each passing year, the situation became more desperate.

At work, Jair kept the severity of his condition to himself. Flying was his safe place. The time he spent in the sky provided him a welcomed break from the fears surrounding his health. Frank and Colleen were shocked when he confided in them how sick he was.

"Colleen said, 'You never know how many angels are out there,'" Jair said, recalling how she encouraged him to tell his story on Facebook where his friends and fellow employees could read it and, hopefully, a potential donor would emerge. Jair was reticent, but Colleen and Frank convinced him by taking his phone and writing the post for him. Less than a minute after they published it, a message alert flashed across Jair's phone's screen. Someone had already replied.

"Steven was the first person to respond," Jair said. "I saw it and showed it to Colleen and Frank, and we all started crying."

Jair had flown with fellow Flight Attendant Steven Lepine many times and considered him a friend, but he never expected that Steven would be the first person to offer him the chance at a healthy life.

"I knew Jair had been sick, but I didn't know the extent of it," Steven said. "I felt like he was putting so much on the line with that Facebook post, and I just wanted to help him."

When Jair returned home to New Jersey, the two met for lunch and talked about what the transplant process entailed, including the battery of tests that Steven would need to undergo to make sure his kidney would be a good match for Jair.

"My family — my mother, especially — was worried," Steven said. "She knew the risks, but she also knew that once I decide something, I don't go back."

Things were going well until last October, when Jair's health took a sudden turn during a trip to Barcelona. When he got home, he barely had the strength to move. His friend, Flight Attendant Stephanie Torres, rushed him to the hospital in North Bergen, New Jersey, where doctors discovered that Jair had deadly levels of toxins in his body. They immediately put him on dialysis while Steven continued his tests. Finally, at the beginning of November, they got the call from the doctors at Saint Barnabas Medical Center in Livingston, New Jersey, where the transplant was to take place: Steven was fully cleared. The procedure was scheduled for December 6.

At 6 a.m. on the day of the surgery, Jair and Steven met in the pre-operation room. Joining them were Steven's mother, his close friend and fellow Flight Attendant Jon Little, and Jair's mother and brother, setting up the first meeting of the families. Though there was a language barrier — Jair's mother only speaks Spanish, Steven's only English — the emotions that filled the space needed no translation. "Steven's mom said to me, 'Now you become my son as well,'" Jair said.

A few hours later, they emerged from the operating room. The transplant had been a success, though the recovery process would be long. Steven returned to work in January and Jair should be cleared to fly again this month. The two talk almost daily, checking in on one another and offering encouragement.

"Jair is my blood brother now," said Steven. "We'll always have this connection."

Jon Little, who stayed by Steven's bedside during the operation, has remained in awe of his friend. "He's a very giving soul," Jon said of Steven. "He's an amazing person, but this took him to a whole new level. He's so modest, he says it's not a big deal, but this is probably one of the most incredible things I've ever seen."

Steven does indeed downplay what he did, and in talking with him you get a sense of the selfless determination that compelled him toward such an incredible act.

"I look at it as helping out another person," he said. "I'm not looking for recognition or anything like that. I never dreamed that I would do something like this, but the moment presented itself and the need was there, and I felt like I had to step up to the plate."

But for Jair, it was more than that. Much more. Because of Steven's gift, his life is forever changed and he struggles with how to adequately express his gratitude. "I don't even have the words, or know how to thank him for something like this," Jair said.

"The reason we want this story told is because we want it to be an example to other people at the airline," he continued. "The people you work with really do become your family. If someone has a problem, I hope our story will help them find the courage to come forward and ask for help. It's like Colleen told me: You never know who your angels are."

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.

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