We're making progress
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Improved customer service tools

Our customer service representatives have provided feedback on how we can improve with the system they use when interacting with our customers to process reservations. We’re putting additional resources in place to make those enhancements and are partnering with employees throughout the process to ensure we’re meeting their needs.

Customer satisfaction scores soar

More customers were satisfied with their United experience in February 2016 than in any month in our company’s history. Our improvement in getting customers to their destinations on-time, decreased baggage delivery wait times, new complimentary on-board snacks and delivering top service all played roles in the notable increase in positive feedback we received from customers who took our surveys in February.

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Going electronic

Flight attendants can now access their operations manual, which includes essential safety information such as standard operating procedures as well as flight announcements and aircraft diagrams, via their iPhone 6 Plus devices; if all goes well during the six-month validation period with the FAA, flight attendants will no longer need to carry the five-pound, 800-page manual.


Fixing a bottleneck in Boston

Based on feedback from our employees in Boston, we reconfigured the layout of our new terminal to provide customers a more seamless, open experience consistent with our hub lobbies. The project was completed on an accelerated timeline so that our employees and customers could benefit in time for the busy spring travel season.
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Opening up the world

Part of what makes working for an airline so special is the ability to “pass travel.” We’re restoring an aspect of our employee travel privileges to allow employees’ “buddies” – or select family and friends – to travel unaccompanied outside the contiguous United States. As a global airline, we provide opportunities for people across the world to travel – and it’s important that our global and diverse workforce and their family and friends have those same opportunities.


New tugs, trucks and more

We’re investing $48 million in replacement ground service equipment, such as the tugs that help move aircraft, trucks that transport baggage and units that provide power and air to aircraft. We’ll begin deploying the equipment to hubs and every line station in time for the busy summer travel season and continue throughout the year.

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Reaching agreements

We continue to make progress in negotiations. Dispatchers and pilots recently ratified contract extensions that provide meaningful improvements for the company and our employees.

Advanced gate info

In response to employee feedback, flight crews now automatically receive messages during the flight with their destination gate assignment and the time the gate will be available. In certain cases, having access to this information can help a pilot better plan a flight to potentially decrease or eliminate time waiting for a gate after landing and also gives them more detailed information to communicate to flyers onboard, creating a better overall experience.


Amenity kits for our premium service customers

BusinessFirst customers on our p.s. Premium Service transcontinental flights between EWR and LAX and SFO will now enjoy amenity kits containing hand sanitizer, a dental kit, an eye mask and earplugs to help enhance their travel experience.

At your service

Customers seeking a hassle-free airport journey may now purchase private meet-and-assist services when traveling to, from or through Chicago O’Hare or Newark Liberty. A United Signature Service representative will escort you every step of the way – helping with way-finding, flight monitoring, bags, translation, and more. You’ll also get priority check-in, expedited security screening through the Premier Access lane and optional United Club access.

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