Touchless Check-In for Your Flight: FAQs - United Hub

Touchless check-in: FAQ

By The Hub team, May 08, 2020

At select airports, you can now check in to your United flight while keeping your hands clean and practicing social distancing, even if you're checking bags. Here's everything you need to know about our touchless check-in process, and how to print bag tags using our touchless-capable kiosks at the airport:

When will touchless check-in be available?

As of 6/9/2020, touchless check-in is available at 219 airports throughout the U.S. with plans to expand additional domestic and international locations throughout July.

Where is touchless check-in available?

Touchless check-in is available in all U.S. airports where United owns kiosks and is continuing to expand into additional airports around the world. If you have the United mobile app and are departing an airport with touchless check-in, we will remind you of your touchless check-in options in the app when it is time to check in for your flight.

How do I know if I can use touchless check-in?

If you're checking bags and are not subject to special exemptions, you can use touchless check-in. Simply check in on the United app or united.com/checkin, prepay any applicable baggage fees and you're ready to complete your touchless check-in at the airport.

How do I use a kiosk for touchless check-in when I arrive at the airport?

Once you arrive at the airport with your boarding pass on your mobile device or with a copy you printed at home, simply approach the kiosk and follow the on-screen directions to scan your boarding pass. Any luggage tags associated with the name on your boarding pass will begin to print immediately. If you have multiple travelers with checked bags in your party, you will be prompted to scan additional boarding passes for them as well. Luggage tags will only print when the boarding pass for the customer who is checking the luggage is scanned. When you're done printing and attaching your luggage tags, proceed to drop your bags at the designated location.

What if I am not checking any bags?

You can already have a touchless check-in experience by checking in on the United mobile app or united.com/checkin and using the boarding pass on your mobile phone to progress through security and to the gate. You can also print your boarding pass from home. If you need further assistance, see a United customer service agent at a ticketing counter when you arrive at the airport.

What if I am unable to complete check-in on the United mobile app or united.com/checkin?

In certain cases, online or touchless check-in cannot be completed and you will need to use a kiosk in touch mode or see an agent at the airport lobby. All touchless-capable kiosks are also available to be used in touch mode by clicking the link on the homescreen of the kiosk that say "I want to use full-service touch mode instead." Below are the most common reasons customers may not be able to complete online check-in:

  • Customers traveling on Basic Economy fares who are subject to our Basic Economy baggage policy are currently unable to complete online check-in if they are not checking luggage.
  • Customers traveling internationally may need physical verification of their passport/VISA

What if I don't have the United app?

The United app is free to download from the app store for iOS or Android and provides a number of features in addition to touchless check-in that will help you manage your entire journey. Alternatively, you can go to united.com/checkin from your mobile phone to check-in for your flight, pay any applicable fees and obtain your mobile boarding pass.

What if I don't have a mobile phone?

You can complete online check-in from your home computer by visiting united.com/checkin on your computer's web browser. After checking in and paying any applicable baggage fees, you can print your boarding pass at home and bring it with you to the airport.

Can I talk to a United representative instead?

Absolutely. If you would prefer not to use a kiosk, you can see a United representative when you arrive at the airport. Processing times at our full-service counters might be a bit longer during peak travel times, so you should plan to arrive a little earlier.

What else is United doing to keep travelers safe?

Your safety is always our top priority. You can read more about the changes we've made at every step of your travel experience to ensure you stay safe and healthy when you fly with us.

Shaping an inclusive future with Special Olympics

By The Hub team, July 24, 2020

If your travels have taken you through Chicago O'Hare International Airport anytime since October 2019, you may have had a friendly, caring and jovial exchange with Daniel Smrokowski. Daniel is one of four Service Ambassadors thanks to our ongoing partnership with Special Olympics. This inaugural ambassador program aims to provide Special Olympic athletes employment opportunities within our operation, affording them a unique and meaningful career.

Since 2018, our partnership with Special Olympics has become one of United's most cherished relationships, going beyond the events we take part in and volunteer with. While the plane pull competitions, polar plunges, duck derbies and Special Olympics World Games and other events around the world are a big part of our involvement, the heart of this partnership lies with the athletes and individuals supported by Special Olympics. To advocate for their inclusion in every setting is one of our biggest honors, and we take great pride in the role we play in the organization's inclusion revolution.

Aiding in the success of Special Olympics' mission to create continuing opportunities for individuals with intellectual disabilities, throughout the two-year partnership, United has volunteered over 10,500 hours and donated over $1.2 million in travel to the organization. The impact of this partnership is felt at every level, both at Special Olympics and within our own ranks.

"The Inclusion Revolution campaign, led by our athletes, aims to end discrimination against people with intellectual disabilities. United Airlines has joined in our fight for inclusion, empowering our athletes with the skills needed to succeed and opportunities to contribute their abilities as leaders," said Special Olympics International Chairman Tim Shriver. "United Airlines believes that people with intellectual disabilities should be perceived as they really are: independent, world-class athletes, students, employees, neighbors, travelers, and leaders who contribute to make this world a better place."

Our Service Ambassador program is just one of the many ways Special Olympics has impacted not only our employees, but also our customers. "I see every day how our Service Ambassadors connect with our customers the moment they walk into the airport lobby," said Senior Customer Service Supervisor Steve Suchorabski. "They provide a warm, welcoming smile ad assist in any way they can. To see these young adults hold positions that a society once told them they couldn't is truly the most heartwarming part of my job," Steve continued.

"The opportunity to be a part of the United family means everything to me," Daniel said. "I feel so much pride showing up to work in a Special Olympics/United co-branded uniform, working among such a loving and supportive community. The relationship between these two organizations is truly helping to shape my future while letting me use my gifts of communicating and helping others. Hopefully, I can spend my entire career at United," Daniel added.

In honor of Special Olympics' Global Week of Inclusion in July, we're asking our employees, customers and partners to sign a pledge to #ChooseToInclude at jointherevolution.org/pledge.

And be sure to check out Daniel's podcast The Special Chronicles.

United works with partners to send food to USDA food bank

By The Hub team, July 23, 2020

In collaboration with food-logistics company Commodity Forwarders Inc. (CFI), United moved nearly 190,000 pounds of fresh produce to Guam for the U.S. Department of Agriculture's Coronavirus Farm Assistance Program. This new program was created to provide critical support to consumers impacted by the COVID-19 global pandemic.

A variety of fresh fruits were transported from Los Angeles (LAX) to Guam (GUM) on United's newly introduced, non-stop cargo-only flight – a route added to meet cargo demand during the COVID-19 crisis. The fresh food was repacked in 10-pound cases in Los Angeles, prepared for departure at CFI's LAX location, and flown to GUM by the United team. Through this beneficial partnership between United and CFI, the perishable goods were kept cool during every step of the process and distributed as part of the food bank program in Guam.

"Everyone on our team has worked relentlessly during the pandemic to get critical goods to where they are needed most. Establishing a comprehensive network of cargo-only flights have allowed us to keep the supply chain moving even while passenger flight capacity has been reduced," said Regional Senior Manager of Cargo Sales, Marco Vezjak. "Knowing that we are able to help during these difficult times – in this case the Guam community – is our biggest reward and greatest motivation to keep moving forward."

United is proud to play a role in maintaining the global food supply chain and helping people access the supplies they need. Since March 19, United has operated over 4,000 cargo-only flights, moving over 130 million pounds of cargo.

Jessica Kimbrough named Chief Diversity, Equity and Inclusion Officer

By The Hub team, July 10, 2020

Jessica Kimbrough, currently Labor Relations and Legal Strategy Managing Director, will take on the new role of Chief Diversity, Equity and Inclusion Officer Managing Director.

Jessica assumes this new and expanded position to focus on global inclusion and equity as part of our enhanced commitment to ensure best practices across the business to strengthen our culture.

In this role, Jessica will be responsible for helping United redefine our efforts on diversity, equity and inclusion – ensuring that our programs and approach are strategic, integrated and outcome-oriented, while we continue to build a culture that reflects our core values. She will report to Human Resources and Labor Relations EVP Kate Gebo.

"Jessica's appointment to this role is another critical step our executive team is taking to ensure diversity, equity and inclusion remains a top priority at United," said CEO Scott Kirby. "Given her drive, experience and commitment to champion collaboration and allyship among our employee business resource groups, she is uniquely qualified to take on this position and I look forward to working closely with her."

As Labor Relations and Legal Strategy Managing Director, Jessica worked closely with senior management to create and maintain positive labor relations among our unionized workforce, providing counsel on labor litigation, negotiations, contract administration, organizing issues and managing attorneys who represent United in labor relations. Previously, she served as Labor and Employment Counsel in our legal department.

Jessica has a passion for creating a pipeline of diverse lawyers and leaders, and was honored as one of Chicago Defender's "Women of Excellence" for excellence in her career and civic engagement in 2017. She currently serves as President of uIMPACT, our women's employee business resource group.

Jessica's new role is effective immediately.

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