What's Next at United? - United Hub
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What's next at United?

By The Hub team, November 14, 2016

We're setting a new course at United, one that is defined by a shared purpose among our employees to operate at the highest and most efficient level. This new direction is a flight plan for how we'll become the best, most reliable airline in the world. From improving our on-time performance to providing customers with options when it comes to their travel needs, we're redefining what it means to be the best in our industry.

Besides setting a new direction for the airline, we're also excited about our new fare offering, Basic Economy, for the price-sensitive consumer. For more on our new direction and Basic Economy, watch the video below to hear from our CEO, Oscar Munoz.

1. Run like clockwork

Continuing to improve our on-time departure performance, working smarter to speed up aircraft turns, improving our maintenance processes and getting better at controllable cancellations and long delays are all top priorities. We're going to keep learning and refining everything we do to set the industry standard for reliability.

2. Keep the home court advantage

Like a team with home court advantage, we have all the assets we need to win at our airport hub locations and create the world's leading network of routes. We're committed to running a great airline with exceptional customer service, and we'll continue to make the most of our unsurpassed route network.

3. When you win, we win

We know that our customers want more options when it comes to their travel needs, which is why we are customizing our product offering to include an all-new service, Basic Economy in addition to our premium fare, United Polaris℠. We will continue to make improvements to the ground and onboard experience, from renovating 12 United Club℠ locations in 2017 to building the best Big Apple airport experience at New York/Newark International Airport.

4. It's all about the team

We are building a culture where people are recognized and rewarded for the value they create. Employees are helping us to define our company purpose and values. With our energy and momentum, there's no limit to where we can go when we're all moving in the same direction together.

5. “Teching" off

We're investing in getting the basics right and will keep building on the great reliability improvements we've already made by using innovation tools. We're also putting more information directly into the hands of our customers, such as more rebooking options, electronic travel vouchers and full management of reservations. We know customers love our mobile app, and we are continually improving our website.

6. It's about investing in our future

We're investing in our people and our product. By improving our network, expanding options for travelers and introducing customer enhancements, we'll set our course to be the best airline for both employees and customers.


Adjusting to Customer Demand, United Adds New Nonstop Service to Florida

By United Newsroom, August 12, 2020

CHICAGO, Aug. 12, 2020 /PRNewswire/ -- United Airlines today announced plans to add up to 28 daily nonstop flights this winter connecting customers in Boston, Cleveland, Indianapolis, Milwaukee, New York/LaGuardia, Pittsburgh and Columbus, Ohio to four popular Florida destinations. The new, nonstop flights reflect United's continuing strategy to aggressively, and opportunistically manage the impact of COVID-19 by increasing service to destinations where customers most want to fly.

Entertainment for all

By The Hub team, August 04, 2020

Our Marketing Inflight Entertainment and Connectivity team and Bridge, our Business Resource Group (BRG) for people with all abilities, partnered together to test and provide feedback on our award-winning seatback inflight entertainment (IFE) system.

Aptly named "Entertainment for all," our new seatback IFE system offers the an extensive suite of accessibility features, allowing for unassisted use by people of all visual, hearing, mobility and language abilities.

"It's nice to know that I can get on a plane and pick my favorite entertainment to enjoy, just like every customer," said Accessibility Senior Analyst and Developer and Bridge Chief of Staff Ray C., who is blind.

"As a deaf employee, the closed captioning availability on board our aircraft is something I value greatly," added Information Technology Analyst Greg O. "The new IFE further cements United's visibility within the deaf community and elsewhere. It makes me proud to be an employee."

Accessibility features of the new IFE include a text-to-speech option, explore by touch, customizable text size, screen magnification, color correction and inversion modes, and alternative navigation options for those unable to swipe or use a handset. For hearing-impaired and non-English-speaking passengers, customization options provide the ability for customers to be served content and receive inflight notifications based on their preferences and settings —with closed captions, with subtitles or in the language of their choice from the 15 languages supported. Our "Entertainment for all" system won the Crystal Cabin Award in 2019, and recently, the Dr. Margaret Pfanstiehl Research and Development Award for Audio Description by the American Council of the Blind.

"This really showed the benefits of partnering with BRGs in helping us improve products and services for our customers and employees," said Inflight Entertainment and Connectivity Senior Manager Corinne S. "Even though we have been recognized with awards for our IFE accessibility features, we are not resting on our laurels but continuing to work towards improving the inflight entertainment experience for all of our customers to ensure entertainment is available for all."

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.

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