"Our Hearts are Broken, But Our Spirits are Up' - United Hub
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'Our hearts are broken, but our spirits are up'

By The Hub team, October 06, 2017

Lillian Velez didn't even have time to notify her friends, neighbors or fellow employees that she was leaving Puerto Rico. She got a text from her cousin, Newark-based Flight Attendant Jana Albino, confirming there was room for Lillian and her daughter on United's humanitarian flight to the U.S., and within hours she gathered what she could, traveled two hours to San Juan Airport in Puerto Rico and boarded a flight to Newark.

Lillian was one of nearly 250 evacuees on Wednesday's flight, leaving their home behind after Hurricane Maria left Puerto Rico devastated.

Lillian's home was severely flooded and forced her and her three-year-old daughter Lyanne to build a makeshift bed out of spared pillows and blankets on the floor of their second story so that they had a dry place to sleep at night. Away from the disaster and en route to safety, Lillian wept on board nonetheless, consumed with the feeling of guilt.

"I feel so very lucky to be on this flight, but there are so many people back home that are still in such dire need," said Lillian through tears. "I can't stop thinking about those left behind that are still struggling greatly."

Lillian's story is just one of many aboard this flight -- some traveling to the U.S. to temporarily stay with family members, others headed for the unknown, without anyone awaiting them upon arrival. All, however, shared the feeling of gratitude and great hope that they will eventually return to their beloved island.

Registered nurses and United pilots heading down to volunteer in Puerto Rico

The road to recovery will be grueling for all those impacted, and the journey to a full rebuild will be a long one for Puerto Rico. We are doing our part to help with that recovery process.

The same aircraft, a Boeing 777-300ER, carrying evacuees out of Puerto Rico also had an important mission earlier that day on its way into the island.

We flew 35,000 pounds of essential supplies and more than 300 first responders and skilled workers from all over the U.S. to the island, where they will volunteer working in various roles on rebuilding Puerto Rico.

"They've been absolutely devastated, so it's going to be amazing to go in and help," said Lelia Pipenger, a registered nurse (RN) at Indiana University Health Ball Memorial Hospital and a member of the RNRN, a national network of direct-care RNs that coordinates sending volunteer RNs to disaster-stricken areas.

On September 29, Lelia got the call that she might be needed for relief efforts in Puerto Rico, and five days later, without hesitation, Lelia boarded the flight headed to San Juan.

"There're going to be days that we'll just help clean up, other days we'll be providing nursing care, so it just depends on where they need us that day," she said. "We respond when we're needed, and we're so glad that United is able to help us get there."

Boston-based Flight Attendant Sara Nelson with a small child been evacuated from Puerto Rico

"We're all incredibly inspired by the commitment that you all have made," announced Boston-based Flight Attendant Sara Nelson before landing at San Juan Airport. "So right here, on this flight, right now, I think we should all remember that this is exactly what America is. Thank you all. We are so proud of you, and we are so honored to fly with you."

Upon arrival, the volunteers were met with cheers as they deplaned and made their way to baggage claim. Our San Juan Airport team members also felt the great support from some Newark Airport customer service representatives, who came down to help with boarding evacuees out of San Juan, many of whom required wheelchair assistance.

"United has been so great with not only supporting our staffing, but also sending supplies, and that really helps us give essentials to employees so that their families can be ok and they can still come to work and take care of customers," said San Juan-based General Manager Orlando Cordova.

Despite the damage, Orlando is very impressed with the incredible commitment he's seen from the employees, and he said the team is focused on getting back on its feet, getting back to work and rebuilding the station.

"We're in this together," he said. "Our hearts are broken, but our spirits are up."

To see more heartfelt stories on our humanitarian efforts in Puerto Rico, watch the reunion of a Puerto Rico evacuee and her daughter.

United Cargo operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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