Ring Reunion: United Reps Deliver Valentine's Day Surprise - United Hub

Ring reunion: United reps deliver Valentine's Day surprise

By Ryan Hood

Megan Hansen grabbed the hand bag under her seat, looking to put away her book. Instead, she found a gut-wrenching problem. Her engagement ring wasn't on her finger. Barely two months after her now-fiancé, Philip Walker, had placed it there, it was gone.

"I was an absolute wreck," Hansen says. "My parents, sister and her boyfriend were traveling with us and their support helped a lot, but I was pessimistic. It's a really nice diamond ring, so I thought there's no way someone would turn it in."

Making matters worse, after searching the United plane the group flew to John Wayne Airport to no avail, Walker admitted he hadn't insured the ring. Thursday was not exactly a magical start to a long weekend with family at Disneyland.

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Cheryl Searle can illuminate an entire terminal with her infectious positivity and never-ending desire to put smiles on customers' faces. A senior supervisor for United Airlines at its Denver International airport, Searle was particularly chipper when she showed up to work, since she was planning to celebrate Valentine's Day by surprising customers with goody bags full of sweets.

A couple hours into the work day, a coworker told her about an engagement ring that'd been recovered near Gate 33. A missing item claim had been filed, a match found, and customer confirmed. The customer would be flying back to Denver on Sunday.

'Happy ending, but we can make it an even happier ending,' Searle thought to herself.

After getting the green light from her boss, Searle and customer service representative Nancy Swingle boarded the next United flight to Orange County, California to make a surprise Valentine's Day delivery.

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Hansen woke up distraught Friday morning. She hadn't heard from anyone about the ring and she was convinced she'd never see it again. Her finger felt empty, so she googled potential replacements she could buy herself. Hansen's mother, sensing her daughter's heartbreak, bought a ring from the Disney store so that Megan could have something on her finger again.

That placeholder helped, and the family headed into Disneyland. While at the Star Wars: Galaxy's Edge area, Hansen got an incredibly uplifting call: her ring had been recovered at the Denver airport, and United would hold on to it for her to pick up on Sunday.

"United made my Valentine's Day," a relieved Hansen exclaimed. Shortly after, her fiancé's phone rang. Cheryl Searle was on the other end.

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Everyone knew, except for Hansen. Even Mickey and Minnie Mouse. Searle and Swingle, with the help of Disneyland, Hansen's fiancé and her father, had devised a ring reunion plan for Friday night's fireworks show. Hansen and family arrived for the show and went directly to a VIP viewing area.

"Weird, but my Mom must have talked our way into here, since that's something she'd do," Hansen recalled thinking. A few minutes later, Searle and Swingle approached Hansen, in the shadow of Sleeping Beauty Castle. "I thought they were Disney employees," Hansen said. "I'm thinking to myself, 'Oh no, what did I lose now? Did I leave my wallet somewhere?'" Then Searle revealed a small box in her right hand.

"We know you are already in the happiest place on earth," Searle told her, "but we think we are about to make you just a little bit happier."

United reps pictured returning engagement ring to customers, Megan and Phillip. Cheryl and Nancy pictured with Megan and Phillip at Disneyland

Searle handed the ring to Walker, who got down on one knee and re-proposed. Those nearby cheered, thinking they'd just witnessed the couple get engaged. Disney arranged for Mickey and Minnie to pay the family a visit, too.

"I have so much gratitude for Cheryl, Nancy and everyone else at United who was involved with this truly surreal experience," Hansen said. "They took what was this highly stressful, awful moment in my life and turned it into a great experience and made me feel like I truly mattered. And that's special."

For Searle, Swingle and their United colleagues in Denver, it was mission accomplished.

"Customer Service is all about doing the right thing and taking care of our customers like we would want someone to take care of our own family," Searle said. "I felt utter pride knowing that her ring was home with her, where it belonged, especially on Valentine's Day.

"Seeing the reunion unfold, from the planning phases to the deployment, it gave all of us reason to believe in happy, fairytale endings. Dreams do come true."

United's regional presidents join respective Governor's COVID-19 task force

By Ryan Wilks, May 21, 2020

As a member in the tourism, travel and transportation industries, United offers a unique perspective into the economic and operational effects rippling across the U.S. To advocate United's efforts, and in anticipation of a bright future, New York/New Jersey President Jill Kaplan and California President Janet Lamkin have both been named to their states' respective governor's COVID-19 response task force committees.

Making every step of the travel journey safer for you

By United Airlines, May 20, 2020
United Clean Plus | Clorox

We remain passionate about connecting the world safely

United CleanPlus SM is our commitment to putting health and safety at the forefront of your journey, with the goal of delivering an industry-leading standard of cleanliness. We're teaming up with Clorox to redefine our cleaning and disinfection procedures, and over the coming months, we'll roll out Clorox products across our U.S. airports, starting in select locations, to help support a healthy and safe environment throughout your travel experience.

At the airport

  • At check-in:

  • 1
    Implementing temperature checks for employees and flight attendants working at hub airports
  • 2
    Installing sneeze guards at check-in and gate podiums
  • 3
    Encouraging use of the United app for contactless travel assistance and more
  • 4
    Promoting social distancing with floor decals to help customers stand 6 feet apart
  • 5
    Introducing touchless check-in for customers with bags
  • At the gate:

  • 6
    Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
  • 7
    Providing hand sanitizer and
    disinfectant wipes
  • 8
    Allowing customers to self-scan boarding passes
  • 9
    Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front to promote social distancing

On our aircraft

  • 1
    Providing individual hand sanitizer wipes for customers
  • 2
    Requiring all customers and employees to wear a face covering and providing disposable face coverings for customers who need them
  • 3
    Temporarily removing onboard items like pillows, blankets and inflight magazines
  • 4
    Disinfecting high-touch areas, like tray tables and armrests, before boarding
  • 5
    Reducing contact between flight attendants and customers during snack and beverage service
  • 6
    Ensuring aircraft cleaning standards meet or exceed CDC guidelines
  • 7
    Applying social distancing to seating procedures when possible, including:
    • Limiting middle seat selection
    • Moving customers seated closely together
    • De-planing in groups of five rows at a time to reduce crowding
  • 8
    Using electrostatic spraying to disinfect aircraft, to be completed on all flights by mid-June
  • 9
    Using state-of-the-art, hospital-grade, high-efficiency (HEPA) filters to circulate air and remove up to 99.7% of airborne particles

Cleveland Clinic We're working closely with the experts at Cleveland Clinic to advise us on enhancing our cleaning and disinfection protocols for the safety of our employees and customers. Visit Cleveland Clinic's website to learn more about COVID-19.

A message from Scott Kirby, United’s new CEO

By The Hub team, May 20, 2020


Hello. I'm Scott Kirby, the new CEO of United Airlines. I'm a proud Air Force Academy graduate and have spent my entire career in and around aviation, including the last four years as President of United.

While I had planned for my first communication with you to be about the meaningful investments we were making to the travel experience and our continued growth across the U.S. and expansion to exciting new destinations around the world, today, the situation rendered to us by the COVID-19 pandemic leads me to a different type of message.

First, I graciously and humbly thank you for your business. Now, more than ever, our customers' loyalty is so deeply appreciated by every member of the United family.

As essential workers, the men and women of our airline have been hard at work over the past two months to transport vital medical supplies and critical goods to places that need them most, to provide free travel to healthcare professionals and to help thousands of individuals repatriate to their home countries.

Safety has always been our top priority, and right now in the midst of an unprecedented crisis, it's our singular customer focus. We recognize that COVID-19 has brought cleanliness and hygiene standards to the front of your mind when making travel decisions. We're not leaving a single stone unturned in our pursuit to protect our customers and employees.

We are installing plexiglass in lobby and gate areas, we're using the same equipment used to clean hospitals to disinfect the interiors of our aircraft, all crew and customers on board are required to wear face mask coverings and we're taking the temperature of our employees before they start work.

But at United, we're not stopping there. We're teaming up with experts from Clorox and the Cleveland Clinic to set a new standard for cleanliness and healthy flying that we are calling United CleanPlus℠.

Clorox is working closely with us to improve how we disinfect common surfaces and provide our customers with amenities that support a healthy and safe environment.

Physicians and scientists at the Cleveland Clinic, will advise us on new technologies and approaches, assist in training development and create a rigorous quality assurance program. And, as scientists learn more about how to fight COVID-19, Cleveland Clinic experts will help us use those discoveries to quickly implement new ways to keep our customers safe.

While we may not know when this pandemic will subside, what we do know is that travel is so deeply woven into the fabric of our global culture. We all desire to visit family, dance at a friend's wedding, hug parents…and see the wonders of this beautiful world. No matter how sharp the picture quality – or how strong the WiFi signal – there's simply no substitute for being there – in person – to collaborate, celebrate, explore. We are confident that travel will return. And when it does, United Airlines will be ready to serve you again in the friendly skies.

Thank you. Be well. And I look forward to seeing you on board.

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