United Launches Virtual, On Demand Customer Service at the Airport - United Hub

United Launches Virtual, On Demand Customer Service at the Airport

New "Agent on Demand" platform gives customers live, fast, contactless access to information and assistance at all U.S. hubs;
December 08, 2020

CHICAGO, Dec. 8, 2020 /PRNewswire/ -- United passengers will soon have access to virtual, on demand customer service at the airline's hubs, giving people an easy, contact-free option to get real-time information and support. Customers can access "Agent on Demand" on any mobile device to call, text or video chat live with an agent and get answers on everything from seat assignments to boarding times. Agent on Demand is currently available at Chicago O'Hare and Houston's George Bush International Airports and is rolling out to United's hubs by end of year.

"We know how important it is for our customers to have more options for a contactless travel experience and this tool makes it easy to quickly receive personalized support directly from a live agent at the airport while maintaining social distancing," said Linda Jojo, United's Executive Vice President for Technology and Chief Digital Officer. "Agent on Demand allows customers to bypass waiting in line at the gate and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while also prioritizing their health and safety."

Here's how it works:

Customers can scan a QR code displayed on signage throughout United's hub airports, or access the platform through self-service kiosks at select gate areas at Chicago O'Hare and Denver International Airports. From there, customers will be connected to an agent by phone, chat or video, based on their preference. Customers can ask any question they would typically direct to a gate agent, including questions on seat assignments, upgrades, standby list, flight status, rebooking and more. Agent on Demand provides an extra level of convenience to customers, who can now easily connect with an agent while anywhere in the airport instead of waiting in a line at the gate. Additionally, translation functionality is integrated in the chat function allowing customers to communicate with agents in more than 100 languages. Customers can type in their preferred language and the messages will be automatically transcribed in English for the agents and in the selected language for the customer.

United was the first airline to debut this technology, which allows a variety of United agents to respond to inquiries, giving gate agents more time to provide caring service to customers, and complete other critical pre-departure tasks.

Agent on Demand is the latest of many new technologies the airline has introduced to create a safer and more seamless experience for customers. United recently redesigned its mobile app with new enhancements intended to make travel easier for people with visual disabilities, introduced text alerts for passengers on standby and upgrade lists to reduce person-to-person interaction, and debuted a new chat function to give customers a contactless option to receive immediate access to information about cleaning and safety procedures.

A safer travel experience: United CleanPlusSM

Since the start of the pandemic, United has been a leader in enacting new policies and innovations designed to keep employees and passengers safer when traveling. It was the first U.S. airline to mandate masks for flight attendants, quickly following with all customers and employees. United was also among the first U.S. carriers to announce it wouldn't permit customers who refused to comply with the airline's mandatory mask policy to fly with them while the face mask policy is in place. United was also the first U.S. airline to roll out touchless check-in for customers with bags, and the first to require passengers take an online health assessment before traveling. United is applying Zoono Microbe Shield, an EPA-registered antimicrobial coating that forms a long-lasting bond with surfaces and inhibits the growth of microbes, to its entire mainline and express fleet before the end of the year.

The latest research, including a recent study conducted by the U.S. Department of Defense, shows COVID-19 exposure risk on board United aircraft is almost zero due to the airline's advanced air filtration systems, mandated mask policy and diligent cleaning protocols.

For more details on all the ways United is helping keep customers safe during their journey, please visit united.com/cleanplus.

About United

United's shared purpose is "Connecting People. Uniting the World." For more information, visit united.com, follow @United on Twitter and Instagram or connect on Facebook. The common stock of United's parent, United Airlines Holdings, Inc., is traded on the Nasdaq under the symbol "UAL".

SOURCE United Airlines

For further information: United Airlines Worldwide Media Relations, +1-872-825-8640, media.relations@united.com

United Awards Free Flights for a Year to Winners of "Your Shot to Fly" Sweepstakes

Grand prize winners live in Bradenton, FL; Cleveland, OH; Goodyear, AZ; Oakland, CA and San Francisco, CA
July 29, 2021

CHICAGO, July 29, 2021 /PRNewswire/ -- United Airlines today announced the five lucky grand prize winners of its "Your Shot to Fly" sweepstakes, who will each get to fly anywhere in the world United flies with a companion over the course of the next year. The winners of the "Your Shot to Fly" sweepstakes are:

  • Ashley Cronkhite from Bradenton, FL
  • Robert Simicak from Cleveland, OH
  • Sean Husmoe from Goodyear, AZ
  • Lauren Aldredge from Oakland CA
  • Lauren M. from San Francisco, CA

The sweepstakes was in support of the Biden administration's ongoing national effort to encourage more people to get their COVID-19 vaccination and encouraged United's MileagePlus® loyalty members to upload their vaccine records to United. In less than a month, more than one million MileagePlus members uploaded their vaccine cards to the United app and website for a shot to win one of the grand prizes. In June the airline awarded 30 first prize winners with a pair of roundtrip tickets anywhere United flies.

United First U.S. Airline to Offer Economy Customers Option to Pre-Order Snacks and Beverages

New pre-order option builds on the airline's contactless payment technology and is another example of the customer experience transformation underway at United
July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- Starting today on select flights, all United customers – no matter what cabin of service they're flying in – can use the airline's award-winning mobile app and website to pre-order meals, snacks and beverages up to five days before they're scheduled to travel. United is the first and only U.S. airline to offer economy customers the option to pre-order snacks and beverages, a reflection of the customer experience transformation underway at the airline.



United Airlines to Operate More than 40 Weekly Flights as England Re-Opens to U.S. Travelers

In August, United is adding a second daily flight from Washington, D.C. to London
July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- With today's announcement of England reopening to fully vaccinated travelers from the U.S. beginning Aug 2, United Airlines is making it easier for business and leisure customers to jet across the pond with the addition of flights to London. In August, United will have six daily flights between the U.S. and London, including a second daily flight from Washington, D.C. and increasing service from Houston to daily. United looks forward to resuming additional London service in the coming months as well as launching new nonstop service between Boston and London. Customers traveling to England must be fully vaccinated in the U.S. with vaccines that have been approved by the FDA and must take a test before departure as well as a PCR test within the first two days of arrival. Passengers vaccinated in the U.S. will also need to complete a passenger locator form prior to traveling to England and provide proof of U.S. residency.

United Releases Second-Quarter Financial Results; Expects Profitability* in the Third Quarter and Beyond

Airline projects positive adjusted pre-tax income(1) in second half of 2021
July 20, 2021

CHICAGO, July 20, 2021 /PRNewswire/ -- United Airlines (UAL) today announced second-quarter 2021 financial results. The company now expects positive adjusted pre-tax income¹ in the third and fourth quarters of 2021 as travel demand rebounds.

The company's second quarter performance largely exceeded original expectations as international long haul and business travel accelerated even faster than anticipated, together with continued yield improvement. Looking ahead, the company expects continued gains as more businesses return by end of summer and into 2022, with a full recovery in demand anticipated by 2023.

Electric Aircraft Set to Take Flight by 2026 Under New Agreements with United Airlines Ventures, Breakthrough Energy Ventures, Mesa Airlines, Heart Aerospace

United Airlines signs agreement to acquire 100 of Heart Aerospace's ES-19 aircraft, a 19-seat electric airliner that has the potential to decarbonize regional air travel
July 13, 2021

CHICAGO, July 13, 2021 /PRNewswire/ -- United Airlines Ventures (UAV) announced today it, along with Breakthrough Energy Ventures (BEV) and Mesa Airlines, has invested in electric aircraft startup Heart Aerospace. Heart Aerospace is developing the ES-19, a 19-seat electric aircraft that has the potential to fly customers up to 250 miles before the end of this decade. In addition to UAV's investment, United Airlines has conditionally agreed to purchase 100 ES-19 aircraft, once the aircraft meet United's safety, business and operating requirements. Mesa Airlines, United's key strategic partner in bringing electric aircraft into commercial service, has also agreed to add 100 ES-19 aircraft to its fleet, subject to similar requirements.

United Adds Nearly 150 Flights to Warm-Weather Cities This Winter

United adds service to cities in Mexico, Caribbean and Central America plus warm U.S. destinations in Arizona, California, Florida, Georgia and Nevada;
July 09, 2021

CHICAGO, July 9, 2021 /PRNewswire/ -- As demand for travel continues to build, United Airlines is expecting the resurgence to continue for winter holiday travel and is planning ahead by increasing service to cities in the U.S., Mexico, the Caribbean and Central America. The airline will add nearly 150 flights to warm-weather destinations across the U.S and is increasing service to Latin beach and leisure markets by 30% compared to 2019. The airline will fly 137 more flights than it did in 2019 to places like Florida, California, Arizona, Georgia and Nevada starting this November through next March.

United to Hold Webcast of Second-Quarter 2021 Financial Results

July 07, 2021

CHICAGO, July 7, 2021 /PRNewswire/ -- United Airlines will hold a conference call to discuss second-quarter 2021 financial results on Wednesday, July 21 at 9:30 a.m. CT/10:30 a.m. ET. A live, listen-only webcast of the conference call will be available at ir.united.com. The company will issue its second-quarter financial results after market close on Tuesday, July 20.

United Unveils Campaign Featuring Team USA Olympic and Paralympic Athletes

"Time to Let Yourself Fly" campaign stars athletes Simone Biles, Kolohe Andino, Julie Ertz, Jessica Long and Oz Sanchez
July 07, 2021

CHICAGO, July 7, 2021 /PRNewswire/ -- Today, United, the official airline sponsor of Team USA, debuted its new advertising campaign featuring five of the world's most accomplished and decorated Olympic and Paralympic athletes. Driven by the tagline "Time to Let Yourself Fly," the campaign highlights Team USA's return to the Games and honors the feeling many Americans have as they consider returning to travel. Customers traveling with United this summer will experience touches of the Team USA collaboration through signage displayed throughout United terminals and limited-edition amenity kits and pajamas available on select flights.

United Adds 270 Boeing and Airbus Aircraft to Fleet, Largest Order in Airline's History and Biggest by a Single Carrier in a Decade

"United Next" includes addition of 200 Boeing 737 MAX and 70 Airbus A321neo as well as plans to retrofit 100% of remaining mainline, narrow-body fleet to transform the customer experience and create a new signature interior - a roughly 75% increase in premium seats per North American departure, larger overhead bins, seatback entertainment in every seat and industry's fastest available WiFi;
June 29, 2021

CHICAGO, June 29, 2021 /PRNewswire/ -- United Airlines today announced the purchase of 270 new Boeing and Airbus aircraft - the largest combined order in the airline's history and the biggest by an individual carrier in the last decade. The 'United Next' plan will have a transformational effect on the customer experience and is expected to increase the total number of available seats per domestic departure by almost 30%, significantly lower carbon emissions per seat and create tens of thousands of quality, unionized jobs by 2026, all efforts that will have a positive, ripple effect across the broader U.S. economy.

United Airlines to Host 'United Next' Investor Event to Discuss Company Strategy

June 22, 2021

CHICAGO, June 22, 2021 /PRNewswire/ -- United Airlines will hold an investor event to provide an update on the Company's strategy. The event will take place on Tuesday, June 29 at 8:00 a.m. EDT and a live, listen-only webcast of the presentation will be available at ir.united.com.

United Advances Innovation Through Corporate Venture Capital Fund

United Airlines Ventures will invest in high-potential companies focused on sustainability, aerospace, and other innovative technologies
June 10, 2021

CHICAGO, June 10, 2021 /PRNewswire/ -- United Airlines launched a new, corporate venture fund today – United Airlines Ventures – that will allow the airline to continue investing in emerging companies that have the potential to influence the future of travel. The new fund will concentrate on sustainability concepts that will complement United's goal of net zero emissions by 2050 - without relying on traditional carbon offsets - as well as revolutionary aerospace developments and innovative technologies that are expected to create value for customers and United's operation.

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