United Sales
United News
December Customer Newsletter
United
operational performance
soaring to new heights!
We are committed to top tier operational performance at United, and we have invested a significant amount of time, money and resources to ensure that goal is met. In 2015, we have
taken a number of steps in support of operational reliability, including instituting more “out
and back” aircraft routings to reduce the effects of bad weather, continuing to shift away from
50-seat regional jet flying, increasing air and ground block time and investing in better technology for employees supporting our customers throughout the travel experience.
As a result, we continue to report record performance results. October 2015 shined with an
A:00 rate (arrivals exactly on time) of 72.5%, our best in combined company history and a 14%
improvement over October 2014. Our customer misconnect rates in September and October
were the lowest in five years. October cancellations were down by 1,700 year over year, and
we had back-to-back days with zero cancellations across a network over more than 5,000 daily flights. With our continued focus on this vital part of the flying experience, we look forward
to continually delivering positive results
December Customer Newsletter
Introducing illy coffee
New United Clubs open
We know it’s not just a cup of coffee.
In November we unveiled new United
A delicious brewed cup can start any
Club locations in both Atlanta (ATL) and
day on the right foot. We are excited
San Francisco (SFO), featuring panoramic
to announce illy coffee, the world’s
views of the airfield, comfortable seating
most well-known premium coffee, as
to work or relax, fresh and healthy food
our exclusive provider onboard and
choices, and complimentary beverages.
in our United Club locations. Chosen
The ATL club is located between gates 11
after extensive testing with United
and 12 at Hartsfield-Jackson International
customers and employees, illy reflects
Airport’s Concourse T, on the mezzanine
our commitment to creating an elevated,
level. The SFO club is located in the newly
distinctive premium experience for our
renovated Terminal 3 East Concourse and
global customers.
is the third United Club in the airport.
Watch the video featuring
Read More
our onboard taste testing
December Customer Newsletter
Refined refund policy for jury
duty, traveler illness and death
As part of our commitment to being flyer friendly, United
has refined the refund fee policy for several sensitive
travel circumstances, including passenger illness and
death. Effective for refund requests submitted on or after
November 2, 2015, United will no longer charge the $50
USD ticket and/or change fee for refunds due to unplanned
events including family death, illness or jury duty. All
supporting documentation, including death certificates, must still be provided
in refund submissions. For more information on United’s refund policies, please
visit united.com/refunds.
Purchase inflight Wi-Fi with your
MileagePlus miles
MileagePlus members can now purchase inflight WiFi services with MileagePlus miles. When customers
process the purchase onboard, the pricing screen
presents Wi-Fi Internet purchase options and displays
the purchase price in dollars, and miles, if offered. We
will continue to rollout the option to pay for Wi-Fi with
miles on more aircraft in 2016.
Read More
December Customer Newsletter
Agency tip of the month
Single character family name entries
When handling single character family names, such
Tracey O
as “Tracey O” or “Tony Q”, United recommends agents
to double the single character last name when
completing the entry. This procedure is industry
approved and helps United systems recognize the
entry across all reservation and journey management systems without the traveler’s name
being deemed as fictitious. Click to see an example
united.com
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