Lisa Langdon's 'speaking hands' connect with customer - United Hub
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Lisa Langdon's 'speaking hands' connect with customer

By Matt Adams

Seattle-Tacoma International Airport Customer Service Representative Lisa Langdon's first language might surprise most people. Born to two deaf parents, she learned American Sign Language before she was able to speak, a skill that still plays an important role in her life and career to this day.

"When I worked at Sioux Falls, we had a frequent flyer who was deaf," Lisa said. "Because I'm fluent in sign language, I was able to help her many times. I actually saw her in Seattle recently, and she was struggling to converse with a gate agent. When I walked over, she was so happy to see me."

Lisa paints a vivid picture of the frustration deaf or hearing-impaired people feel when they want to be heard but are unable to carry on critical conversations with the people around them. So, it's no surprise that she can recall several similar stories of customers who were relieved to learn that she understands sign language.

One interaction in particular stands out. Earlier this year, the father of a deaf son and daughter posted a video to Twitter. It was of Lisa signing with his young son in a busy concourse at SeaTac. "I saw the mom signing to the little boy, so I walked over and signed, 'Are you deaf?' The mom said, 'No, but my son is.'" Lisa began signing with him, and watched as the boy lit up with excitement at having someone other than his parents to communicate with. "I was amazed — he had only known American Sign Language for about three years, but he carried on complete conversations. He was so happy to sign with someone."

Lisa, who didn't know that the video was on Twitter, smiled when remembering that day. "I probably spent 20 minutes with them, and it was the best. Those kids and that family will always be in my heart."

Lisa's experiences with deaf customers are an excellent reminder of how important her skill is to operate a truly accessible airline. "Deaf and hearing-impaired customers just want agents and crew to be aware," she said. "At the airport, there are so many announcements about things like gate changes and delays that have to be communicated. Being sensitive to that in regards to those customers is essential."

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
By United Newsroom, 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
By United Newsroom, 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
By United Newsroom, 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.

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