We're making progress

Getting you from A to B

As of May 2016, we have achieved 12 days with zero flights canceled – the same number we previously achieved from 2010 through 2015. We’re focused on getting our customers to their destinations reliably.

Power up on all domestic 777s

We have installed in-seat power outlets in all rows of our domestic Boeing 777s, so customers on long flights such as those to and from Hawaii can use their personal devices to enjoy our Wi-Fi, streaming entertainment and other media without worrying about depleted batteries. We now offer in-seat power in most of our mainline aircraft, with installations continuing on Airbus A319s and A320s.

Snack boxes for kids

Snack boxes for kids are now for sale on flights over two hours in the United States, Caribbean, Latin America and between Hawaii and Guam. Kids can enjoy delicious snack options including a turkey stick, animal crackers, fruit snacks and apple sauce while playing fun games featuring United’s Ben Flyin’ Adventure Bear and the popular Wikki Stix toy.

Club upgrades

On April 25, we opened our new United Club near gate 18 in the B concourse at O’Hare International Airport and also unveiled our new club experience featuring a significantly upgraded food, beverage and service offerings. Click here to take a virtual tour of the new club, and read New design, celebrity chef and star mixologist coming to United Clubs to learn more.
Hand using mobile phone icon

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.

Hand using mobile phone icon

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.
Luggage icon

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.

1 2 3 4 5