Meet the Customer Service Solutions Team - United Hub

Meet the Customer Service Solutions team

By The Hub team, March 09, 2018

The Customer Service Solutions team works around the clock to help resolve issues that may arise due to interrupted operations. By providing support and proactively helping employees come up with solutions in-the-moment, the CSS team helps to ensure customers reach their final destination.

A lot of teams play a role in getting you to your final destination, and the CSS team is one of the many teams that plays an integral part. When the unexpected happens, they're there to lend a helping hand to teams across the organization so that you can get on your way as quickly and as seamlessly as possible.

Aerial view of the NOC in United's Office in Chicago

Who they are

The CSS team was created as a resource to help resolve customers' issues in-the-moment. Sitting within our Network Operations Center, the team is available to help out in any situation, 24/7. They work closely with a wide variety of teams across the company to provide travel solutions to customers whether that's before their travel date or on the day of travel.

What they do

From airport operations to social media to customer contact centers, these are a few of the teams that the CSS team works closely with when operational issues occur. Whether that means issuing travel waivers, re-booking customers, reassigning seats or finding alternative routes, the CSS team is ready to step in at any moment.

Whether you travel weekly, monthly or once a year, your journey with United should be an enjoyable experience, even if unforeseen weather or other operational situations occur. Before you fly, make sure you provide your contact information when prompted so that United teams can help you get on your way faster.

Watch the latest episode of Big Metal Bird to learn more about all of the teams that work together simultaneously when weather rolls in.

United cargo-only flights transport critical goods

By The Hub team

When the pandemic began, United Cargo knew it would be critical to utilize its fleet, network and industry-leading pharmaceutical handling processes to transport a COVID-19 vaccine when the time came.

Connecting vaccines to the world: United responds to mass distribution effort

December 22, 2020

On November 27, United Airlines became the first commercial airline to safely deliver the first batch of Pfizer and BioNTech's COVID-19 vaccine into the U.S. thanks to a coordinated effort between United's cargo, safety, technical operations, flight operations, regulatory and legal teams.

Now as the entire shipping and logistics industry bands together to widely distribute vaccines, United is leveraging all of its flights, including cargo-only and those carrying passengers, to transport millions of vaccines to destinations throughout our network, including Honolulu, Guam and Saipan – the first of any carrier to do so.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Airline and its customers use crowdsourcing platform - Miles on a Mission - to donate more than 11 million miles for charities like the Thurgood Marshall College Fund, College to Congress and Compass to Care
By United Newsroom, December 01, 2020

CHICAGO, Dec. 1, 2020 /PRNewswire/ -- United is inviting MileagePlus members to give back on Giving Tuesday and throughout the holiday season by donating miles to nearly 40 non-profits through United Airlines' crowdsourcing platform, Miles on a Mission. Non-profits like Thurgood Marshall College Fund, College to Congress and Compass to Care are attempting to raise a total of more than 11 million miles to be used for travel for life-saving health care, continued education, humanitarian aid and more. United will match the first 125,000 miles raised for each of these organizations to help ensure they meet their goals.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Why we fly

By The Hub team, November 27, 2020

In October 2019, we launched a first-of-its-kind airline miles donation platform, Miles on a Mission. In the inaugural year, MileagePlus members donated over 70 million miles, with United matching over 20 million miles, to 51 organizations. These miles have allowed for these organizations to do important, life-changing, life-saving work in the communities we serve around the globe.

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