Ms. Fix-It - United Hub
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Ms. Fix-it

By Matt Adams

Yolanda Gong had been awaiting this challenge all day. As fellow competitors looked on, she took a pipette and carefully removed lubricant from a jet engine, then injected it into a handheld machine to analyze its viscosity, a process that aircraft maintenance technicians use to gauge an engine's health. She moved quickly with a steady hand and steely confidence, and if you watched her closely, you would have caught a glimpse of who she was, back in a laboratory in another life, when she was living someone else's dream.

Each participant was allotted 15 minutes, which was 11 minutes and 44 seconds longer than Gong needed. It was the fastest time recorded at last spring's Aerospace Maintenance Competition – which draws civilian, military and student technicians from all over the country, all vying for coveted bragging rights – where she captained the team from West Los Angeles College. The oil analysis was just one event in which she and her teammates competed over the course of three days, during which Gong impressed a lot of people, including the members of United's all-female "Chix Fix" team, who were also there.

"When I saw her on stage receiving awards, I knew Yolanda would make a good addition to the United team, not to mention a strong competitor for Chix Fix," says United's San Francisco-based Airframe Overhaul and Repair Managing Director Bonnie Turner. "Her professionalism and talent caught my attention that day, and I've been thrilled to have her as a technician."

In September, after earning her airframe and powerplant license, Gong was hired by United to work at its San Francisco maintenance base as an Aircraft Interior Repair Tech. To Gong, meeting Turner and the women of Chix Fix was serendipity; a chance encounter that led to a life-changing opportunity. But that's not entirely true. She might have been in the right place at the right time, but make no mistake – her success is a byproduct of effort and ability. She's doing what she was meant to do, though it took her traveling an unconventional path to get to this place of self-realization.

Growing up, Gong's mother and father steered her toward a more genteel career. In their minds, she would become a doctor or a lawyer. In other words, something "suitable for a woman," a notion that rankled their mechanically-inclined daughter. In the end, Gong settled on medicine for many of the same reasons she would eventually move into aircraft maintenance.

"I was interested in how the body works," she says. "I like systems and puzzles, looking at causes and effects."

She completed her pre-med studies at the University of California, Los Angeles, but when it came time to take the MCAT and apply to medical school, Gong found herself at a crossroads. She realized her own goals were more important than the ones someone else had set for her, and she certainly wasn't going to let something like expectations based on gender stand in her way. After some soul searching, she enrolled in West Los Angeles College's aviation technology program, where she was one of only four women in a class of around 30 students.

"I've always wanted to know how to use tools and do things for myself," says Gong. "And I never paid attention when someone told me, 'You can't do that.' I've always said, 'Well, let me try.'"

Over the past few months since graduating, Gong has been a rising star at United. She's even set to return to the Aerospace Maintenance Competition in April, this time as part of team Chix Fix, where she and her colleagues plan to show what they can do.

"It's likely there will be a shortage of technicians soon," Gong says, "so I want to make sure women know opportunities are here for them. Don't let anyone tell you what you can or can't love. The only thing stopping you from doing what you want is your belief in yourself. It's incredibly freeing when you stop caring what other people think and just do it."

An update from our CEO, Oscar Munoz

By Oscar Munoz, CEO, United Airlines , March 27, 2020

To our customers,

I hope this note finds you and your loved ones healthy and well.

It is safe to say these past weeks have been among some of the most tumultuous and emotional that any of us can remember in our lifetimes. The impact of the coronavirus outbreak has been felt by individuals and families, companies and communities, across the United States and around the world.

The response to this crisis has been extraordinary; as much for what it has required from our society as for what it has revealed of us as a people.

Far from causing division and discord, this crisis and the social distancing it has required, has allowed us to witness something profound and moving about ourselves: our fond and deeply felt wish to be connected with one another.

The role of connector is one we're privileged to play in the moments that matter most in your life – weddings and graduations, birthdays and business trips, events large and small – and it's that responsibility that motivates us most to get back to our regular service, as soon as possible.

That is why it is so important our government acted on a comprehensive relief act to ensure our airline – and our industry – are ready and able to serve you again when this crisis abates.

I want to relay to you, in as deeply personal a way I can, the heartfelt appreciation of my 100,000 United team members and their families for this vital public assistance to keep America and United flying for you.

This support will save jobs in our business and many others. And it allows us time to make decisions about the future of our airline to ensure that we can offer you the service you deserve and have come to expect as our customers.

While consumer demand has fallen, we have seen the need for our service and capabilities shifted. And, we've adapted to help meet those needs.

Right now, aircraft flying the United livery and insignia, flown by our aviation professionals, have been repurposed to deliver vital medical supplies and goods to some of the places that need it most. We're also using several of our idle widebody aircraft to use as dedicated charter cargo flights, at least 40 times per week, to transfer freight to and from U.S. locations as well as to key international business locations. At the same time, we are working in concert with the U.S. State Department to bring stranded Americans who are trying to return home back to their loved ones.

While much remains uncertain right now, one thing is for sure: this crisis will pass. Our nation and communities will recover and United will return to service you, our customers. When that happens, we want you to fly United with even greater pride because of the actions we took on behalf of our customers, our employees and everyone we serve.

Stay safe and be well,

Oscar Munoz
CEO

Working to bring people home – repatriation flights underway

By The Hub team , March 26, 2020

When and where possible, we are working to repatriate travelers who are stranded abroad in the wake of the COVID-19 crisis. Our teams are working closely with government officials here in the U.S. as well as in other countries where flying has been restricted to gain the necessary approvals to operate service. In regions where government actions have barred international flying, we have coordinated with the the U.S. State Department and local government officials to re-instate some flights. Additionally, we have been operating several extra flights to countries in Central America and South America as we continue to play a role in connecting people and uniting the world.

This week, we are operating 21 flights from Panama City, Quito, Lima, San Pedro Sula, Tegucigalpa and Roatan, to bring nearly 2,500 Americans home. We will continue working with government officials to operate extra flights to Houston from Quito, San Pedro Sula, Tegucigalpa and from Lima to Washington Dulles. We continue to review more opportunities for flights between the United States and other countries to bring citizens home.

Video provided by the U.S. Embassy Ecuador of Americans returning home on United.

Additionally, our Customer Solutions and Recovery team is working with customers in the following markets to rebook them on flights back to the United States as capacity allows, either on our aircraft or on one of our airline partners' planes:

  • Quito, Ecuador
  • Managua, Nicaragua
  • Roatan, Honduras
  • San Pedro Sula, Honduras
  • Amsterdam
  • Brussels
  • Munich
  • Singapore
  • Tokyo-Haneda
  • Seoul, South Korea
  • Melbourne, Australia

Map showing reinstated international flights to help bring customers home during COVID-19 crisis.

We also recently reinstated several international flights back into our schedule to support customers and essential businesses which depend on these routes. As a result, we will be the only airline to offer service between Newark/New York and London, San Francisco and Sydney, as well as Houston and São Paulo, Brazil.

Domestic and international schedule reductions

By The Hub team , March 25, 2020

While travel demand and government restrictions continue to impact our schedule, we know some people around the globe are displaced and still need to get home. While our international schedule will be reduced by about 90% in April, we will continue flying six daily operations to and from the following destinations — covering Asia, Australia, Latin America, the Middle East and Europe — in an effort to get customers where they need to be. This remains a fluid situation, but United continues to play a role in connecting people and uniting the world, especially in these challenging times. Learn more about what we're doing to keep customers and employees safe.

Flights continuing from now through May schedule:

  • New York/Newark – Frankfurt (Flights 960/961)
  • New York/Newark – London (Flights 16/17)
  • New York/Newark – Tel Aviv (Flights 90/91)
  • Houston – Sao Paulo (Flights 62/63)
  • San Francisco – Tokyo-Narita (Flights 837/838)
  • San Francisco – Sydney (Flights 863/870)

In addition to the above, we will continue to operate the following flights to help displaced customers who still need to get home. In destinations where government actions have barred us from flying, we are actively looking for ways to bring customers who have been impacted by travel restrictions back to the United States. This includes working with the U.S. State Department and the local governments to gain permission to operate service.

Atlantic

The following flights will continue through March 28 westbound:

  • New York/Newark – Amsterdam (Flights 70/71)
  • New York/Newark – Munich (Flights 30/31)
  • New York/Newark – Brussels (Flights 999/998)
  • New York/Newark – Cape Town (Flights 1122/1123)
  • Washington-Dulles – London (Flights 918/919)
  • San Francisco – Frankfurt (Flights 58/59)

The final westbound departures on all other Atlantic routes will take place on March 25.

Pacific

  • We will continue to fly San Francisco-Seoul (Flights 893/892) through March 29 and San Francisco-Tahiti (Flights 115/114) through March 28.
  • Our final eastbound departures on all other Pacific routes will take place on March 25.
  • We will maintain some Guam flights as well as a portion of our Island Hopper service.
  • Hawaii's governor issued a mandatory 14-day self-quarantine order for all travelers arriving or returning to Hawaii. Travelers must complete a Hawaii Department of Agriculture form that will be distributed on board their flight which will also include the requirements for the 14-day quarantine, as well as the penalties. You must show a government issued ID upon arrival along with your form. You can find more information on the governor's website.

Latin America/South America

  • We will continue to fly Newark/New York – Sao Paulo (Flights 149/148) through March 27 outbound.
  • The last southbound departures on most other routes will take place March 24.

Mexico

  • We will reduce our Mexico operation over the next five days. After March 24, we will maintain a small number of daytime flights to certain destinations in Mexico — more to come in the next few days.

Canada

  • We will suspend all flying to Canada effective April 1.

In destinations where government actions have barred us from flying, we are actively looking for ways to bring customers who have been impacted by travel restrictions back to the United States. This includes working with the U.S. State Department and the local governments to gain permission to operate service.

The revised international schedule will be viewable on united.com on Sunday, March 22. We will continue to update our customers with information as it's available.

If you're scheduled to travel through May 31, 2020, and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling. Please visit united.com for more information, or reference our step-by-step guide on how to change your flight, cancel and rebook later.

For any customer, including residents from other countries, whose international travel is disrupted by more than six hours because of schedule changes resulting from government restrictions, they will retain a travel credit equal to the value of their ticket. That credit can be used towards any flight, to any destination, for 12 months from the time of purchase. If the customer chooses not to use the credit, they will receive a cash refund at the end of that 12-month period.We continue to aggressively manage the impact of the coronavirus (COVID-19) outbreak on our employees, our customers and our business. Due to government mandates or restrictions in place prohibiting travel, we are reducing our international schedule by 95% for April. The revised international schedule will be viewable on united.com on Sunday, March 22.

Domestic schedule

We're also making changes to our domestic schedule. While we don't plan to suspend service to any single U.S. city now — with the exception of Mammoth Lakes and Stockton, CA — we are closely monitoring demand as well as changes in state and local curfews and government restrictions across the U.S. and will adjust our schedule accordingly throughout the month.

Additionally, today we announced a further reduction in our domestic schedule — the changes will result in a 52% overall domestic reduction from a previous 42%, and our overall capacity will now be down 68% overall.

Hub city Route suspensions Remaining service
Denver Arcata/Eureka
Amarillo
Kona
Kauai Island
SFO
IAH
SFO
SFO
New York/Newark Akron/Canton
Grand Rapids
Hilton Head
Honolulu
Milwaukee
Madison
Omaha
Portland, Oregon
Providence
Seattle
Salt Lake City
Sacramento
Knoxville
Fayetteville
ORD
ORD, DEN
IAD
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN
ORD, DEN
ORD, IAH, DEN
ORD, IAH, DEN, SFO
IAD, ORD
IAD, ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
IAD, ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN
Washington-Dulles Grand Rapids
Portland, Oregon
Sacramento
ORD, DEN
ORD, IAH, DEN, SFO, LAX
ORD, IAH, DEN, SFO, LAX
Houston Hartford
Boise
Grand Rapids
Lexington
Ontario, California
Palm Springs
San Jose, California
Akron/Canton
Reno
IAD, ORD, DEN
ORD, DEN, SFO, LAX
ORD
ORD, DEN
IAD, ORD
DEN, SFO
DEN, SFO, LAX
DEN, SFO
DEN
Los Angeles Arcata/Eureka
Austin
Boston
Baltimore
Bozeman
Cleveland
Kona
Kauai Island
Orlando
Madison
Kahului
Redding
Reno
San Antonio
St George
SFO
EWR, IAD, ORD, IAH, DEN, SFO
EWR, IAD, ORD, IAH, DEN, SFO
ORD, IAH, DEN
DEN
EWR, IAD, ORD, IAH, DEN, SFO
SFO
SFO
EWR, IAD, ORD, IAH, DEN, SFO
ORD, DEN
DEN, SFO
SFO
DEN, SFO
EWR, IAD, ORD, IAH, DEN
DEN
Chicago Asheville
Bismarck/Mandan
Bozeman
Kearney
Panama City
Eugene
Fresno
Spokane
Hilton Head
Wilmington
Jackson
Kahului
Palm Springs
Reno
San Jose
Valparaiso
IAD
DEN
DEN
DEN
IAH
DEN, SFO, LAX
DEN, SFO, LAX
DEN, SFO
IAD
IAD
IAH
DEN, SFO
DEN, SFO, LAX
DEN, SFO
DEN
IAH
San Francisco Atlanta
Nashville
Baltimore
Bozeman
Columbus
Detroit
Fort Lauderdale
Indianapolis
Kansas City
Madison
New Orleans
Omaha
Philadelphia
Pittsburgh
Raleigh/Durham
San Antonio
St Louis
Tampa
Fayetteville
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
ORD, IAH, DEN
ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
EWR, IAD, ORD, IAH, DEN
ORD, IAH, DEN
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