A look back at 2016

When we launched this site in October 2015, it came with the promise that we were ready to listen and improve our airline based on your feedback. As evidence of that promise, 2016 was a record-breaking year for United in terms of performance, customer satisfaction and employee engagement. In the spirit of sharing our actions, here is a recap of last year’s highlights: (more…)

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We’re listening: New earbuds on board

Based on customer and flight attendant feedback, we recently upgraded the audio equipment available to our United Economy customers. We are now offering a higher quality earbud distributed on customer request. The earbuds feature a stronger speaker and a silicone in-ear tip to help with noise reduction, and will replace all current United Economy audio equipment. The new model of earbuds will be available on all flights with video screens or tablet rental programs across all fleet types. We tested the product and distribution method on our Boeing 787 fleet over the last year, in order to make sure we provisioned the new earbuds appropriately. During testing, we found that many customers bring their own headset or earbuds, so we will not...

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United lifts travel experience with new Integrated Customer Service team

Today we announced a new team, integrating all customer-facing functions in the company, to focus on improving the travel experience. Kate Gebo will lead this new organization as senior vice president of Customer Service Delivery. In this newly created position, Gebo will oversee all of United’s customer-facing teams from booking to landing. “Our customers have told us they want a more consistent, positive experience, and bringing all of our people that serve customers daily into the same team ensures a great experience at every point in their travel,” said Scott Kirby, president of United. “Kate has been a key member of the leadership team and in her career at United has proven her ability to build strong, effective teams...

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Celebrating a year of conversation and progress

United President and CEO Oscar Munoz
Dear reader, Every time I take a United flight, I chat with fellow passengers and our flight crews, and I discover new ways we can enhance the quality of the service we provide. From big decisions regarding our route network and fleet, right down to our inflight meals, all of our efforts are focused on what our customers are saying they want. And as a frequent United flier myself, I know what it’s like when things don’t always go according to plan. When that happens, I see where we still have room to improve, and I take it as a valuable opportunity to listen and learn. There simply is no substitute for hearing directly from customers, which is why one year ago we launched Airtime to help us connect with you directly, answer your...

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Best-ever summer performance

Despite higher load factors and worse-than-usual weather, we achieved our best summer ever in terms of on-time departures and arrivals, capping off a company best start to a year (January 1 – August 31). These improvements can be attributed to the hard work of our employees, process changes and investments we’ve made across the company, and schedule changes that facilitated better performance. From June 1 through August 31, we boasted a company record for on-time arrival rates. We also demonstrated company best holiday performance over the Fourth of July weekend. These improvements can be attributed to the hard work of our employees, process changes and investments we’ve made across the company, and schedule changes that facilitated...

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MileagePlus makes it easier to book complex itineraries

Customers have been asking us to simplify some of our awards programs, and we listened. We’re rolling out several changes effective Oct. 6, including enhancements to booking complex multi-city MileagePlus award travel. Under the new program, awards will be priced on a one-way basis; two or more one-way awards can be combined to form round-trip or multi-city itineraries. While this sounds similar to what we currently do, this change will now allow members to stitch together complex multi-city itineraries on united.com. We are also introducing the Excursionist Perk: Members who book an itinerary with three or more one-way awards will be eligible to receive one of those awards free, if it meets certain conditions. These changes eliminate...

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We land on DEI’s ‘Best Places to Work’ list

The Disability Equality Index (DEI) today announced its top-scoring companies, and we topped the list with a 100 percent score. Our designation as a top-scoring company earns us a place on DEI’s 2016 “Best Places to Work” list. The DEI, a joint initiative by the American Association of People with Disabilities and the U.S. Business Leadership Network, is a prominent benchmarking metric that rates companies on their disability inclusion policies and practices. DEI’s questionnaire evaluates companies based on four categories: culture and leadership, enterprise-wide access, employment practices, and community engagement and support services. Last year, in the DEI’s first year of existence, we achieved a respectable 90 percent score,...

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¡Vamos a Cuba!

United customers will have a historic opportunity to board one of the first commercial flights from the United States to Havana, Cuba, in more than a half century. Effective this fall, we will operate daily nonstop service from Newark Liberty International and Saturday nonstop service from Houston George Bush Intercontinental Airport to the Cuban capital. Since the announcement was made in December 2015 that the U.S. and Cuba would reinstate air service between the two nations, United has worked to ensure that we could offer our customers convenient access to our Caribbean neighbor. Over 17,500 customers, employees, elected officials and business leaders sent letters petitioning the Department of Transportation (DOT) on our behalf. “These...

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United gets you to your destination on time – more than ever

United has a good thing brewing, and it’s not just the illy coffee we recently began serving on board. Midway through 2016, we’ve gotten more customers to their destinations at or before their scheduled arrival time than in any other six-month stretch in our company’s history. “We are getting more customers to meetings, beaches and family gatherings on time than ever before in our combined company history.” -Greg Hart, United’s chief operations officer and executive vice president “We are getting more customers to meetings, beaches and family gatherings on time than ever before in our combined company history,” said Greg Hart, United’s chief operations officer and executive vice president. “When customers book a flight,...

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Enjoy a cup of illy coffee, now on board United flights

Customers aboard United flights around the world can now enjoy a complimentary cup of illy’s premium coffee – a blend our customers and employees helped us choose after they told us they wanted something different in their cups. “We acted on customer feedback and are delivering a product our employees are proud to serve, while bringing excellence and passion to every one of the 72 million cups of coffee we serve inflight every year,” said Jimmy Samartzis, United’s vice president of Food Services and United Clubs. United chose illy as our global coffee partner because the company represents the gold standard of premium coffee and shares our commitment to creating an elevated, distinctive experience for our customers. It also reflects...

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