This past summer I took on a new role as Chief Customer Officer at United. While I have served in several other roles at United, I am excited to be your advocate—leading the investments we are making in the customer experience that come to life as a result of our people, our product, and our technology.
Our people make the most impact on your customer experience. Our customer service agents help you get travel ready with boarding passes and bag tags, our pilots provide meaningful informational updates before and during your flight, and our flight attendants provide exceptional service on board the aircraft. Then there’s the unbelievable work of our ramp employees, who guide the plane in and out of gates, and our contact center agents at the other end of the phone or chat window when things don’t go as planned. Over the next several years, we will be hiring and training thousands of new employees to provide you with great service and to support our growth.
Last year we announced that by 2025 we will be adding nearly 500 new aircraft and upgrading 100 percent of our mainline fleet with our signature interior, which includes overhead bin space for everyone’s carry-on, seatback entertainment enabled with Bluetooth technology in every seat, and the industry’s fastest inflight Wi-Fi. This is all in addition to investments in our airport lobbies, gate areas, and Polaris lounges and clubs, where we are blending modern, comfortable furniture and conveniences with leading-edge technology and information.
Our award-winning mobile app helps you get travel ready: Check in and upload any documents you need, pre-check your bags, access the bag-drop shortcut, get turn-by-turn directions to your gate, and track your checked bag through to your final destination. When things don’t go quite right, our technology is also there for you, with self-service rebooking capability and Agent on Demand, which gives you the ability to talk, chat, or video call with a live agent at any time. We are also the only airline with ConnectionSaver, giving you the confidence you need not to sprint across the airport to make your tight connection.
Together, our people, our product, and our technology are already providing you with exceptional experiences, but we will continue to innovate to improve those experiences even further. If we send you a survey after your flight to ask you how we did, please take a moment or two to fill it out. We want to know where we are getting it right and where we can do even better. It’s how we create an airline that you continue to choose to fly. See you on your next flight!
Chief Customer Officer