Introducing New Customer Options for Flexible Travel Plans - United Hub
company experience

Introducing new customer options for flexible travel plans

By The Hub team, November 07, 2017

Earlier this month, we rolled out a new option for flights that may be overbooked — during check-in, customers can specify how much compensation they'd like to receive in exchange for being flexible with their travel plans. Once a customer indicates that they're flexible, they're prompted to choose or enter a compensation bid amount.

While it's up to the customer to decide on the compensation bid amount, we will consider the lowest bids first. This new process is part of our ongoing commitment to further improve our customers' travel experiences. Compared to last year, the new option has substantially reduced the number of customers who have been involuntarily bumped to a different flight.

See below for step-by-step instructions on how to select this option during the check-in process on an airport kiosk or your mobile device or desktop.

Airport kiosk

If a flight is potentially overbooked, during check-in you can agree to be added to a list of potential volunteers who are willing to take alternative travel arrangements if seats are needed. If you agree to volunteer, you'll be provided more details and asked to confirm your choice to participate as pictured below.

Desktop steps 1 and 2 for volunteer solicitation

You'll then be asked to select your bid amount. You can choose from three predetermined amounts or enter a different amount. Keep in mind that while it's up to you to decide on the compensation bid amount, we will consider the lowest bids first. Once you've made a bid, you're not able to change the amount. However, if you want to retract your bid completely, you can do so by notifying the gate representative.

From here, you will receive a confirmation that you've been successfully added to the list of potential volunteers. A summary screen will appear and ask you to proceed to your gate where you will be notified by a gate representative if your seat is needed.


Desktop steps 3, 4, 5 and 6 for volunteer solicitation

Mobile device or desktop

When checking in to your flight on a mobile device or desktop, you will follow the same steps as you would on a kiosk. (As with the kiosk, this option will only appear if your flight is potentially overbooked.)

First, determine if your travel plans are flexible. If the answer is yes, you may choose to participate.

Mobile steps 1 and 2 for volunteer solicitation

Next, select a predetermined bid amount or enter a desired compensation bid amount.

Mobile steps 3, 4 and 5 for volunteer solicitation

Finally, once the desired bid amount has been selected, a summary screen will appear notifying you of your selection. Please proceed to your gate where a gate representative will notify you if your seat is needed.

Mobile steps 6 and 7 for volunteer solicitation

Making our app more accessible for people with disabilities

By The Hub team, October 28, 2020

We're proud to launch a redesigned version of our United app to make it easier for customers with visual disabilities to manage all aspects of day-of travel, including check-in, viewing reservation details and flight status, bag tracking and more.

This latest version of our app is now available to both Android and iOS users, and it offers increased color contrast and more space between graphics. Furthermore, we have reorganized how information is displayed and announced to better integrate with screen reader technologies like VoiceOver and TalkBack, which are built into most handheld devices. By restructuring the way the information is organized on the app, screen readers are better able to convert text to audio in the proper, logical sequence, allowing customers to better understand and navigate the app.

United Zoom backgrounds for AvGeeks

By The Hub team, October 27, 2020

Calling all AvGeeks and travelers! Take your next video call from a United Polaris® seat, the cockpit or cruising altitude with United-themed backgrounds for use on Zoom and Microsoft Teams.

Newly added to our collection is a background encouraging our employees and customers to vote. Our mission is to connect people and unite the world — and one of the most important ways to do that is to engage in the democratic process. No matter which party you support, we know our democracy will be stronger if you make your voice heard and vote.

So for your next meeting or catch up with friends and family, download the app to either your computer or mobile device to get started.

Looking back at a landmark year with Special Olympics

By Ryan Wilks, October 19, 2020

Earlier this summer, we shone a light on our flagship partnership with Special Olympics and our commitment to the Inclusion Revolution. In that same story, we introduced you to our four Special Olympics Service Ambassadors, Daniel, Kyle, Lauren and Zinyra (Z), who, this month, celebrate one year working at Chicago O'Hare International Airport as part of the United family.

This groundbreaking, inclusive employment program took off as a part of our ongoing partnership with Special Olympics, a community relationship that employees across the company hold close to heart. The original 'UA4' (as they call themselves) have become an integral part of the United team serving customers at O'Hare Airport. Even from behind their masks, their wide smiles and effervescent spirit exude and bring life to the service culture of excellence we strive towards every day.

"The UA4 are more than just customer service ambassadors. They are shining examples of how inclusion, accessibility and equity can have monumental impacts on the culture and service of a business and community," said Customer Service Managing Director Jonna McGrath. "They have forever changed who we are as a company. While they often talk about how United and this opportunity has changed their lives, they have changed ours in more ways than we can count."

In the two years of partnership with Special Olympics, United employees have volunteered over 10,500 hours of service at events around the world and donated over $1.2 million worth of travel to the organization.

"This inclusive employment program is what community partnerships, like ours with Special Olympics, are all about: collaborating to identify areas where the needs of the community intersect with the cultural and business opportunity, then creating the infrastructure and programming to bring the two together," said Global Community Engagement Managing Director Suzi Cabo. "Through this program, our goal is to show other companies that when you put a committed effort and focus towards inclusion and breaking down barriers, you transform lives. I challenge other business around the world to follow our lead in joining the Inclusion Revolution."

Check out the video below to hear from our Special Olympics Service Ambassadors firsthand.

youtu.be

Scroll to top