United Polaris: Designing a Superior Experience - United Hub
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United Polaris: Designing a superior experience

By The Hub team , December 01, 2016

Named after the North Star, the point in the nighttime sky that travelers have long used as their certain and constant guide, United Polaris SM is a reinvention of our international premium cabin travel experience, offering elevated service and comfort from lounge to landing for a restful night's sleep in the sky. Combining customer feedback, world-class partners and thoughtful design elements, the United Polaris experience represents our most significant product transformation in more than a decade, and we are excited for the enhanced onboard service to begin on December 1.

Creating a new premium product

Maria Walter, Managing Director of Product Development and Brand Management, and her team embraced the responsibility of creating not just a new premium cabin product, but an entirely new brand identity for United's international business class. It wasn't just about putting new seats on the aircraft; it was about giving customers an elevated travel experience from the moment they enter the airport until they arrive at their destination.

The team understood early on that if they were going to be successful, it would be crucial to have real customers and employees involved in every step of the development process. At the very beginning of the brainstorming phase, Maria and team began looking to customers to find out what they wanted to see in an international premium cabin travel experience. They conducted over 12,000 hours of research and asked things like “How is our business class perceived?" and “What should we change?" in order to get a full picture of how to improve. By understanding the elements that customers and employees felt were missing from a premium travel experience, the team was able to decide on a single theme for United Polaris.

“The question was posed, 'If our international business class could be the best at one thing, what should that be?'" Maria said. “We ultimately concluded that sleep is the one thing that's meaningful to everyone. The whole design is centered around enabling you to get the best sleep on a plane."

Assembling a world-class team

To bring the sleep-themed identity to life, the United team partnered with London-based design firm PriestmanGoode. Keeping the research results in mind, the PriestmanGoode team began thinking about the 21 st century luxury business traveler, asking questions like “What kind of furniture is in their home?" “What type of car do they drive?" “Which hotels do they stay in when they travel?" And then, most importantly, “What does a business class cabin need to have to offer the same feel?" From there, the new United Polaris cabin aesthetic was developed, built on a philosophy of enhancing the customer experience and making air travel more welcoming. The designers thought about each detail of the aircraft interior — including even the smallest trims and finishes — to make sure everything was in line with the United Polaris vision.

“We took great care to create custom materials for United Polaris business class that not only bring a signature brand into the cabin, but also create a comfort zone around the customer that is pleasant to the touch and even goes so far as to absorb and reduce cabin and aircraft noise," Ben Rowan, a director at PriestmanGoode, explained.

Bringing a new identity to life

Creating a new product at this scale was a huge undertaking, and over the past few years virtually every team and working group within United had a hand in bringing the United Polaris experience to life. From planning and procuring the more than 80 million items for the new service, to training tens of thousands of employees across the airline, and so much more, it truly took the support and dedication of the entire airline.

For Maria, that team effort was one of the most gratifying aspects of the entire process.

“Every individual group stepped up to play its part, and everyone has been so proud to work on this project," she explained.

The entire United team is anxiously awaiting the launch of our new premium cabin travel experience. Visit united.com/polaris for to experience United Polaris.

Beach or mountains? Take your pick with our newly announced routes to the West Coast, the Rocky Mountains and the Caribbean

By Matt Adams , November 21, 2019

We will continue building out our already expansive route network next year, adding flights to some attractive leisure destinations in the United States and the Caribbean.

Our hometown hub, Chicago O'Hare International Airport, will be the beneficiary of three of those new routes, which include Santa Barbara, California; Pasco, Washington; and Vail, Colorado. Rounding it out, United will add service from Denver to Nassau, Bahamas, and from Houston to Spokane, Washington. Tickets for all of these destinations are on sale now.

Colorful houses in Nassau

The Denver-Nassau route will begin on March 7, 2020, followed by Chicago-Santa Barbara, Chicago-Pasco, Chicago-Vail and Houston-Spokane on June 4. When that time comes, United will be the only airline offering nonstop service between Denver and Nassau and Chicago and Pasco.

All of these routes will open up a world of connection possibilities for customers living in each market. They'll also be scheduled to give flyers optimal arrival and departure time options. For instance, a passenger going from Chicago to Santa Barbara will have a flight option that departs O'Hare at 7:45 p.m. local time, arriving at Santa Barbara Airport at 10:30 p.m. That's ideal for business travelers.

"We want to offer customers the very best schedule, the best network and the most flight options in the industry," said Ankit Gupta, United's vice president of Domestic Network Planning.

The Boeing 737-800 aircraft will serve the Denver-Nassau route. Passengers going from Chicago to Santa Barbara and from Chicago to Vail will fly on the 737-700. United's 76-seat Embraer 175 aircraft, equipped with United First, Economy Plus and United Economy class seats, will operate on the Chicago-Pasco and Houston-Spokane routes.

You'll find flight times and additional details in the grid below. For more information and to book your tickets, visit united.com or download the United mobile app.

Depart

Arrive

Frequency

Duration

Chicago (ORD)

7:45 p.m.

Santa Barbara (SBA)

10:30 p.m.

Daily

Year-round

SBA

11:20 p.m.

ORD

5:20 a.m.

Daily

Year-round

ORD

8:00 p.m.

Pasco (PSC)

10:24 p.m.

Daily

Year-round

PSC

11:38 p.m.

ORD

5:20 a.m.

Daily

Year-round

ORD

4:00 p.m.

Vail/Eagle (EGE)

5:54 p.m.

Daily

Summer seasonal

(June 4 through September 6, 2020)

EGE

9:00 a.m.


ORD

12:45 p.m.

Daily

Summer seasonal

(June 4 through September 7, 2020)

Denver (DEN)

9:56 a.m.

Nassau (NAS)

4:00 p.m.

Once a week on Saturdays

Year-round

(with a break from mid-August through late-October)

NAS

11:37 a.m.

DEN

2:43 p.m.

Once a week on Saturdays

Year-round

(with a break from mid-August through late-October)

Houston (IAH)

9:32 p.m.

Spokane (GEG)

11:32 p.m.

Daily

Summer seasonal

(June 4 through August 17, 2020)

GEG

11:55 p.m.

IAH

6:17 a.m.

Daily

Summer seasonal

(June 4 through August 17, 2020)

Reflecting on Veterans Day: a message from our CEO Oscar Munoz

By Oscar Munoz, CEO, United Airlines , November 11, 2019

Right now, around the world, brave members of America's armed forces are on duty, defending our freedom and upholding our values.

When not laser-focused on the mission at hand, they're looking forward to the day when their service to our nation is fulfilled and they can reunite with their families.

They are also imagining how they can use their hard-earned skills to build an exciting, rewarding and important career when they return home.

I want them to look no further than United Airlines.

That's why we are focused on recruiting, developing and championing veterans across our company, demonstrating to our returning women and men in uniform that United is the best possible place for them to put their training, knowledge, discipline and character to the noblest use.

They've developed their knowledge and skills in some of the worst of times. We hope they will use those skills to keep United performing at our best, all of the time.

That's why we are accelerating our efforts to onboard the best and the brightest, and substantially increasing our overall recruitment numbers each year.

We recently launched a new sponsorship program to support onboarding veterans into United and a new care package program to support deployed employees. It's one more reason why United continues to rank high - and rise higher - as a top workplace for veterans. In fact, we jumped 21 spots this year on Indeed.com's list of the top U.S workplaces for veterans. This is a testament to our increased recruiting efforts, as well as our efforts to create a culture where veterans feel valued and supported.

We use the special reach and resources of our global operations to partner with outstanding organizations. This is our way of stepping up and going the extra mile for all those who've stepped forward to answer our nation's call.

We do this year-round, and the month of November is no exception; however, it is exceptional, especially as we mark Veterans Day.

As we pay tribute to all Americans who have served in uniform and carried our flag into battle throughout our history, let's also keep our thoughts with the women and men who are serving around the world, now. They belong to a generation of post-9/11 veterans who've taken part in the longest sustained period of conflict in our history.

Never has so much been asked by so many of so few.... for so long. These heroes represent every color and creed. They are drawn from across the country and many immigrated to our shores.

They then freely choose to serve in the most distant and dangerous regions of the world, to protect democracy in its moments of maximum danger.

Wherever they serve - however they serve - whether they put on a uniform each day, or serve in ways which may never be fully known, these Americans wake up each morning willing to offer the "last full measure of devotion" on our behalf.

Every time they do so, they provide a stunning rebuke to the kinds of voices around the world who doubt freedom and democracy's ability to defend itself.

Unfortunately, we know there are those who seem to not understand – or say they do not - what it is that inspires a free people to step forward, willing to lay down their lives so that their country and fellow citizens might live.

But, we – who are both the wards and stewards of the democracy which has been preserved and handed down to us by veterans throughout our history – do understand.

We know that inciting fear and hatred of others is a source of weakness, not strength. And such divisive rhetoric can never inspire solidarity or sacrifice like love for others and love of country can.

It is this quality of devotion that we most honor in our veterans - those who have served, do serve and will serve.

On behalf of a grateful family of 96,000, thank you for your service.

Humbly,

Oscar

United named a top workplace for veterans

By The Hub team , November 10, 2019

Each year around Veterans Day, Indeed, one of the world's largest job search engines, rates companies based on actual employee reviews to identify which ones offer the best opportunities and benefits for current and former U.S. military members. Our dramatic improvement in the rankings this year reflects a stronger commitment than ever before to actively recruiting, developing and nurturing veteran talent.

"We've spent a lot of time over the past 12 months looking for ways to better connect with our employees who served and attract new employees from the military ranks," said Global Catering Operations and Logistics Managing Director Ryan Melby, a U.S. Army veteran and the president of our United for Veterans business resource group.

"Our group is launching a mentorship program, for instance, where we'll assign existing employee-veterans to work with new hires who come to us from the armed forces. Having a friend and an ally like that, someone who can help you translate the skills you picked up in the military to what we do as a civilian company, is invaluable. That initiative is still in its infancy, but I'm really optimistic about what it can do for United and for our veteran population here."

Impressively, we were the only one of our industry peers to move up on the list, further evidence that we're on a good track as a company.

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