United Airlines

http://www.united.com/

Types of Travelers

Business Travlers

4/5

Good premium class service

Family Traveler

3/5

n/a

Backpacker
Adventure Traveler

3/5

Flights to adventure destinations around the globe

Student
Budget Traveler

2/5

There are usually cheap options out there.

Elderly
Disabled Traveler

4/5

Good accessibility for special needs fliers

Long Term Traveler

4/5

Global reach

Novice Traveler

3/5

As user-friendly as other major carriers

Introduction

After it completes a recently -announced merger with Continental Airlines, United will be the largest airline in the world. It has hubs and focus cities in the US and as far away as Tokyo. The airline began in the late 1920s as a mail carrier service. It began to carry passengers in the early 1930s, making it one of the first commercial airlines in the world. By the 1960s, United was the largest carrier in the world and had routes that covered the entire US.

However, United did not offer expansive internationally until 1983. The airline was a founding member of the Star Alliance in 1997. Bankruptcy hampered the airlines efforts to grow further. It has only recently gotten back in good financial standing and is poised to become the world’s largest airline for a second time in its history when it completes the merger process with fellow Star Alliance member Continental Airlines.

Ratings

Important Factors 3/5

Average Delay

19%

Cancelled Flights
(average per month)

1% (2% on some West Coast routes)

Customer Satisfaction Rating

3/5 stars from Skytrax

Types of Aircraft

Airbus 319, 320; Boeing 747, 757, 767, 777, 787

General 3/5

Number of Domestic Flights (Daily)

216

Number of International Flights (Daily)

Size of Fleet

360

Major Airports and Destinations Served

O’Hare, Dulles, Denver, Narita, SFO, LAX, San Diego, Jacksonville, Saint Louis

Location of Hub

Chicago O’Hare, LAX, SFO, Denver, Washington Dulles, Tokyo Narita

Countries Served

US, Caribbean, Costa Rica, Canada, Mexico, Brazil, East and Southeast Asia, UAE, Europe, Australia

Number of Routes

Most Popular Routes

Chicago to Los Angeles, Washington to San Francisco, Chicago to Denver, Denver to Las Vegas

In-Flight 4/5

Which Routes offer Meal Service?

Sandwiches and snacks

Food Quality

2/5

In-flight Menu

n/a

Average Leg Room

31-33 inches

Types of In-flight Entertainment

TV, Movies, in-flight magazines

Baggage 2/5

Baggage Fees

$23 online, $25 at airport

Number of Bags Allowed

Weight Limits and Restrictions

50 lbs

Web Site 3/5

Online Check-in

Possible, discount for checking bags online

Web Site Usability

Good

Special Needs 2/5

Handicap Accessibility

Standard

Pets

$125 carry-on, $250 checked

Special Offers /Partners 3/5

Airline Alliance Membership

Star Alliance

Hotel Partners

United Vacations

Competing Airlines

American Airlines, Delta Airlines

Strengths

Worldwide reach that will only be greater after merger with Continental is complete
International focus cities
Complimentary drinks

Weaknesses

Expensive food and baggage check pricing
Delay-prone on major routes
Prone to financial problems and customer criticism

Frequent Flier Program and Airport Lounges

United’s frequent flier program is called Mileage Plus. Users can earn miles on United and also on any other airline that is part of the Star Alliance. However, United has received criticism for restricting passengers who want to redeem their frequent flier miles. They have admitted these restrictions openly in the press and are currently the only airline in the Star Alliance to have such restrictions. United’s Red Carpet Clubs are located in 27 airports around the world. There are discounts for Mileage Plus members who have earned a high amount of miles. Day passes are also available.

Conclusion

United, like other major legacy carriers in the US, has had its share of problems both when it comes to finance and customer service. Issues with customer service and also financial problems have become part of the airline’s image. Fliers can hope that the merger with Continental, currently the most user-friendly of the major US-based carriers, will have a positive effect on United. Still, with global reach and a large number of flights in the US, many fliers find themselves on United by default. Those who know what to expect from legacy carriers should have no problem flying United.