Innovative Mobile Strategy Helps Customers - United Hub
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Innovative mobile strategy helps customers

By Matt Adams, August 22, 2017

Bringing service to our customers, wherever they are and in any situation: That's the underlying philosophy behind our bold new mobile strategy, an approach that earned us a spot on this year's list of CIO 100 Award winners.

Celebrating its 30th year, the annual CIO 100 Awards honor the 100 organizations that have best demonstrated a commitment to innovation in serving their customers and marketplaces, and we couldn't be more proud to have our efforts recognized.

As you've seen over the past few years, we've invested heavily in mobility, providing roughly 60,000 handheld devices equipped with problem-solving applications to our employees at airports around the world. We've also recently begun outfitting some Tech Ops employees in our hubs with iPads on which to perform their checks, and we will roll out a larger Tech Ops mobility strategy in the near future once the testing phase is complete.

Most notably -- and one of the reasons why the CIO 100 judges bestowed this honor upon us -- we are the only airline with employee mobile devices that are both Wi-Fi and cellular-enabled, giving us a valuable contingency plan if and when network outages occur.

"This recognition is the culmination of a massive team effort, in terms of research, development and rollout, intended to revolutionize how our employees interact with customers," said Operations Technology VP Jason Birnbaum. "One of our aims was to take our agents from behind their podiums and put them out into the terminals, where they could do things like change seat assignments, re-book passengers and print luggage tags right where the customers are. A re-booking transaction that would have taken 10 minutes under the old, stationary system now takes less than two. And those are just some of the many examples of ways we are making the day-of-travel experience better."

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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