As one of the major airlines in the United States, United Airlines transports millions of passengers each year to destinations within the U.S. and around the world. For many travelers, United is the airline of choice thanks to its extensive route network, competitive fares, loyalty program benefits and inflight amenities.
A Leading Domestic and Global Carrier
With hubs in Chicago, Houston, Los Angeles, New York/Newark, San Francisco, and Washington D.C., United operates over 4,500 flights per day to 362 airports across 5 continents. In total, United serves over 200 domestic airports within the United States in addition to over 120 international destinations in Asia, Europe, North America, South America and Oceania.
As a founding member of the Star Alliance network, United passengers can easily connect to flights on any of Star Alliance’s 26 member airlines when traveling internationally. Thanks to its alliance partners and joint ventures, United’s global route network spans over 1,100 destinations in more than 170 countries worldwide.
Within the U.S., United competes head-to-head with other major domestic airlines like Delta, American Airlines and Southwest. Internationally, it competes with foreign carriers and U.S.-based rivals alike in top markets like London, Tokyo, Frankfurt and Beijing. However, United’s comprehensive route network provides it with a strategic advantage for offering convenient connections and competitive fares.
United’s Main Hub at Chicago O’Hare International Airport
Chicago O’Hare International Airport serves as the primary hub for United Airlines in their system. As one of the busiest airports in the world, O’Hare processed over 83 million passengers in 2019 prior to the impacts of COVID-19 on air travel. United operates close to 600 daily departures out of O’Hare, more than any other airline from the airport.
Given its prime geographic location in the Midwest, O’Hare serves as an efficient connecting hub for United passengers traveling between major markets in North America, Asia and Europe. Some of United’s busiest routes from O’Hare include transcontinental services to San Francisco, New York and Washington D.C. as well as international flights to London, Tokyo, Frankfurt, Hong Kong and more.
In addition to easy connections, O’Hare offers United Airlines customers access to the airline’s newest airport lounges, called United Polaris Lounges. These premium lounges provide an oasis within the hectic airport with elevated dining options, shower suites, quiet working spaces and more.
MileagePlus Frequent Flyer Program Offers Rewards
MileagePlus is the loyalty and frequent flyer program of United Airlines that allows members to earn redeemable miles as well as Premier Elite status. With over 60 million members worldwide, MileagePlus is one of the largest airline loyalty programs globally.
MileagePlus members can earn miles for travel on United as well as through partnerships with credit cards, hotels, car rentals and more. Elite status tiers like Silver, Gold, Platinum and 1K provide perks like free upgrades, airport lounge access, priority services and more.
Miles can be redeemed for award flights on United Airlines as well as over 35 partner airlines that United has frequent flyer partnerships with, including Singapore Airlines, ANA and Lufthansa. Members can also redeem MileagePlus miles for upgrades on United flights, hotel stays, car rentals and more.
For infrequent United travelers, co-branded credit cards like the United Explorer Card and United Club Card allow cardholders to earn MileagePlus miles through everyday credit card spend. The United MileagePlus program provides plenty of ways to earn and redeem miles, making it attractive for both frequent and casual United flyers.
Economy Plus Offers Added Comfort in Coach
United Economy Plus is a premium economy product available on all United-operated flights. For an additional fee at booking, passengers can reserve these seats near the front of the economy cabin that provides extra legroom and reclining.
Economy Plus seats offer up to 5-6 inches of additional legroom compared to standard economy seats. This added space can make a big difference in comfort, especially on long-haul flights. The bulkhead rows of economy class are also designated as Economy Plus seating.
Passengers seated in Economy Plus receive complimentary alcoholic beverages on international flights as well as priority boarding. For a relatively small upgrade fee, Economy Plus is popular with leisure and business travelers seeking more comfort without splurging on a first or business-class seat.
Elite MileagePlus members receive complimentary Economy Plus seating subject to availability. The advanced seat selection and added stretch make United Airlines’ Economy Plus a smart upgrade choice when booking coach fares.
Polaris Business Class Caters to International Long-Haul Travelers
On long-haul international flights, United Polaris business class represents the airline’s top premium cabin experience. Named after the North Star, Polaris reflects United’s renewed focus on providing an elevated business-class service.
Polaris offers lie-flat seats with direct aisle access in a private pod-style suite on Boeing 787, 777, 767, and 757 aircraft.
This allows passengers to sleep comfortably on overnight journeys between the U.S. and Europe or Asia.
Business-class amenities include Saks Fifth Avenue bedding, luxury in-flight dining with restaurant-style service, noise-canceling headphones, and designer amenity kits. United Polaris passengers also get access to exclusive airport lounges for some pre-flight pampering.
With seats and service competitive with the finest international business classes among U.S. and global carriers, Polaris raises the bar for United’s long-haul premium experience. While still rolling out to more aircraft and routes, Polaris represents the airline’s focus on attracting high-value business travelers.
Improving the “Friendly Skies” Customer Experience
The phrase “friendly skies” was introduced in United’s marketing in the 1960s to highlight their commitment to customer service. However, a few high-profile service issues in recent years caused some brand damage and public relations challenges for the airline.
In response, United has invested in additional employee training initiatives, introduced new customer-focused technologies and enhanced its inflight entertainment and connectivity offerings. By boosting staff morale and passenger amenities, United aims to live up to its friendly skies mantra once again.
Inflight entertainment options have expanded to hundreds of movies, TV shows, music selections and games available via seatback screens or personal devices. Complimentary snacks and beverages are served on most domestic flights in addition to buy-onboard options. Many aircraft also offer power outlets and USB ports so travelers can stay charged and connected.
While the sheer size of a major airline makes consistently excellent customer service a challenge, United has visibly improved in this area after highly publicized incidents in the past underscored the need to do better.
Luggage Policies and Fees
Like most major airlines today, United charges checked baggage fees for flights within the U.S. and to/from North America. However, its policies offer passengers some flexibility depending on the ticket type.
All passengers are allowed 1 personal item and 1 standard carry-on bag free of charge. This means a briefcase, purse or small backpack along with a carry-on suitcase or garment bag fits within the policy. This allows leisure and business travelers to avoid baggage fees on shorter trips.
On domestic routes, passengers with basic economy fares will be charged $35 for the first checked bag and $45 for the second. However, those booking standard economy get the first checked bag free. This perk also applies to premium cabin passengers and MileagePlus elites.
For United flights between North America and Central America/the Caribbean, the first checked bag is included free in economy with the second bag $35. Business class passengers and Premier elites receive two free checked bags.
On international long-haul routes, United offers two free checked bags in business class and one free in economy. Additional bags are $100 each. MileagePlus Premier Platinum and 1K members get three bags free on international itineraries regardless of cabin booked.
United’s generous free checked baggage allowances per passenger make it family and budget friendly for leisure travelers. Carry-on policies are also consumer friendly so passengers have bag options when flying United.
How United Airlines Compares to the Competition
Among the “Big 3” U.S. airlines – American, Delta and United – consumer choice often comes down to factors like routes served, fares, aircraft comfort and amenities. United generally scores favorably for its route network breadth, MileagePlus partnerships and member benefits and inflight entertainment.
However, some travelers find Delta and American offer newer aircraft and better premium cabin products on certain routes. Still, United is regarded highly for its helpful flight schedules for business travelers and globally connected network through its Star Alliance relationships.
Compared to low-cost carriers like Southwest, United provides extras like assigned advance seat selection, spacious Business/First cabins and airport lounge access. However, Southwest often undercuts United on base ticket pricing.
For many flyers, United hits the sweet spot in the middle – more amenities than bare-bones budget airlines but not as expensive as luxury boutique carriers. While not perfect, United still satisfies millions of air travelers each year.
Flying United for Business, Family and Leisure Travel
For travelers debating whether United Airlines flights is the right choice, there are good reasons to consider flying with this Chicago-based carrier for many trips.
With one of the largest worldwide route networks, spacious aircraft cabins with entertainment and WiFi, power outlets for productivity, and friendly flight attendants, United provides a quality inflight experience. Add in competitive fares, extensive flight schedules and extra perks for United MileagePlus members, the airline can work well for all types of travelers.
From convenient vacation getaways to important corporate trips, United Airlines will get passengers where they need to go with reasonable comfort and service. And opportunities to earn miles for future award travel encourage repeat business. While imperfect, United still satisfies millions of passengers each year who believe in flying the friendly skies.
United Airlines Fleet Composition
The United Airlines fleet is comprised of over 800 mainline and regional aircraft from leading manufacturers like Boeing and Airbus. This varied fleet allows United to efficiently serve domestic and global routes as well as adapt to changes in travel demand.
For domestic flying, the workhorse of United’s fleet is the Boeing 737 family.
The airline operates over 300 newer Boeing 737-800 and 737 MAX jets ideally suited for trips between major U.S. cities. In addition, United flies over 150 Airbus A320 family narrowbody aircraft on busy domestic routes.
On transcontinental services between New York/Newark and Los Angeles or San Francisco, United utilizes widebody Boeing 757, 767, 777 and 787 aircraft. These larger jets have premium transcon products like Polaris business class seating.
For international long-haul flying, United uses twin-aisle widebodies like the Boeing 767, 777-200ER, 777-300ER, 787-8 and 787-9. The Boeing 777-200ER jets are United’s oldest widebodies at around 20 years old, while new 787 Dreamliners provide state-of-the-art comforts.
United also has 56 smaller Embraer E175 and Bombardier CRJ200 regional jets flown by partners like GoJet, Mesa and SkyWest. These nimble aircraft serve smaller markets from United’s hubs. United is also adding new Boeing 737 MAX planes back into service after a safety review.
By continually updating its fleet with new generation aircraft, United can offer passengers modern cabins with amenities like personal entertainment, WiFi connectivity and power outlets. The varied fleet also allows scheduling flexibility to maximize profitability.
United Airlines Inflight Entertainment and Connectivity
Inflight entertainment and connectivity options are important for keeping passengers occupied and productive during flights. United provides a quality inflight experience through seatback systems, personal device entertainment and in-flight WiFi.
United offers seatback touchscreen entertainment systems on over 300 mainline aircraft. Seatback screens provide hundreds of entertainment options on larger 737, 757, 767, 777 and 787 aircraft. Content includes movies, TV shows, music, games, podcasts and more.
United also has app-based entertainment allowing passengers to use their own phones and tablets to access entertainment. Inflight WiFi is available on all mainline aircraft so passengers can browse the web and access email. Internet packages cost $8-25 based on flight duration and device type.
For premium cabins, United offers additional entertainment amenities like noise-canceling headphones in Polaris business class. Larger seatback screens and touchscreen handheld remotes enhance the experience.
While seatback screens are not installed fleetwide, United’s combination of onboard screens and streaming to personal devices keeps flyers entertained and connected on most flights within the U.S. and abroad
United’s Bereavement Fares Provide Grieving Families Assistance
While flying is usually for business or pleasure, sometimes travel needs unexpectedly arise in times of grief following the loss of a loved one. That’s why United Airlines offers compassion fares called bereavement discounts.
If a family member passes away, United provides special one-way fares to fly to the city the funeral or memorial service will take place. Discounts up to 70% off normal ticket prices are available even with little advance purchase.
To qualify, travelers must provide verification of the death such as a copy of the death certificate or funeral service details. Fares are refundable if plans change. Travel must be completed within 14 days of booking.
Bereavement discounts apply for travel in the U.S. and Canada. They cannot be used for frequent flyer mileage accrual or upgrades. Any United-branded credit card holder is eligible as are partners and dependents.
United’s bereavement fares provide financial relief to those reeling from the loss a close relative or friend. While no amount of savings can eliminate grief, discounted travel helps ease the burden during an already difficult time.
United Club Airport Lounges Offer Additional Comfort
United Club is the brand name for United’s network of over 50 airport lounges located across the U.S. and globally. Lounges provide an oasis of comfort and amenities for passengers with longer connections or before boarding their flight.
Access to United Clubs is available to business and first-class passengers on same-day United tickets plus MileagePlus Premier members and eligible United credit cardholders. Members can access any United Club when traveling.
Lounges offer comfortable seating, WiFi, TVs, showers on some clubs and buffet food and beverages. This makes time spent in the airport more relaxing and productive. United Clubs are ideal when facing delays or a long layover between connections.
Some of United’s newest and most impressive clubs are their Polaris Lounges specifically designed for business class flyers on long-haul international United flights. These showcase lounges feature elevated service and dining options.
While day passes can be purchased, having United Club access via elite status or credit cards provides the most value for frequent United travelers. Airport lounges make the entire journey more comfortable.
Partnerships Extend United’s Global Reach
While United directly serves hundreds of destinations worldwide, the airline greatly expands its global route network through partnerships with other carriers. This includes joint ventures, alliances, codeshare agreements and interline ticketing.
For example, as part of the Star Alliance, United can offer connections and reciprocal benefits with 26 other member airlines like Lufthansa, Air Canada and ANA. Passengers also earn and redeem miles across Star Alliance partners.
Beyond Star Alliance, United has transatlantic and transpacific joint ventures with foreign carriers like Lufthansa, Air New Zealand and ANA. This allows coordinated flight schedules, reciprocal frequent flyer benefits and shared airport facilities.
United also has numerous codeshare agreements where partner flights are sold under a UA flight number. This expands options for United travelers. Finally, interline ticketing agreements let United tickets include flights with other carriers.
Thanks to global airline partnerships, United can get passengers to way more destinations than just its own nonstop routes. This is a huge asset for attracting high-value corporate and premium international travelers.
A Variety of Seating Options Across Cabins
One way United competes for customers across market segments is by offering multiple travel products and seating options within an economy class and premium cabins. This ranges from basic seats to posh suites.
In the main economy cabin, options include standard economy, extra legroom Economy Plus, and basic economy with restricted flexibility. This allows customers to choose based on budget and needs. Preferred seats can be purchased for extra legroom or convenience.
In premium economy, United offers Economy Plus with some enhanced amenities compared to standard coach. Business class options range from recliner-style seats for shorter domestic trips to fully lie-flat suites on long-haul routes.
First class on United primarily exists on transcontinental and Hawaii routes with roomy reclining seats and meal services. On high-demand business routes, the airline offers some of the finest Business and First-class hard products that rival luxury airlines.
No matter the budget or destination, United aims to have multiple products that deliver value and quality at various price points. This segmentation caters to diverse travelers and travel occasions.
Commitment to Sustainability and Environmental Responsibility
As one of the world’s largest airlines, United is focused on reducing its environmental impact and advancing the sustainability of global aviation. United has committed to ambitious carbon reduction goals to address climate change.
By 2030, United intends to reduce its greenhouse gas emissions by 50% compared to 2005 levels. By 2050, the airline aims to achieve net-zero carbon emissions without relying on traditional carbon offsets.
United is investing in sustainable aviation fuel, newer aircraft with efficiency gains, carbon capture programs and other initiatives to reduce emissions. They also aim to soon demonstrate the first passenger flight using 100% sustainable aviation fuel.
In addition to emissions reductions, United has programs focused on sustainable sourcing, waste reduction, water conservation, youth education, and empowering nonprofit projects. The airline publishes annual sustainability reports documenting its progress.
While aviation will always have some environmental impact, United is striving to lead the industry in responsible innovations and offset programs to protect the planet for future generations. This commitment demonstrates a values-based focus beyond profits alone.
Flight Changes and Same-Day Standby
Sometimes travel plans need to be adjusted on short notice. United provides options for customers to make flight changes and standby for earlier flights on the same day of travel.
For domestic flights, a same-day flight change fee of $75 applies plus any fare difference. For international flights, changes within 24 hours are $125. Customers can change to a flight on the same day of travel to any airport served by United.
Same-day standby allows attempting to take an earlier United flight to the same destination the same calendar day without paying a fee. Customers request standby when they check in or at the gate. Earlier boarding is not guaranteed but any empty seats are filled with standbys first.
Standby and same-day changes offer United travelers flexibility for altering plans due to unexpected meetings, family emergencies or other priority situations that pop up on the day of travel.
Flight Cancellations and Rebooking Policy
Flight cancellations and major delays can disrupt travel, but United aims to promptly notify passengers and provide efficient rebooking options. Customers can request a refund or rebook for future travel if cancellations occur.
For cancellations due to reasons within United’s control like aircraft maintenance issues, the airline will automatically rebook passengers on the next available United flight at no additional cost. If that flight is refused, future travel credit is issued.
During major disruptions like severe weather which are outside United’s control, rebooking will be provided once operations can resume. Waiving change fees is determined on a case-by-case basis.
If the reason for cancellation is unclear, United will make reasonable efforts to transport passengers to their destination within the terms of its contract of carriage. A refund can also be requested. Prompt notifications via text or email make the process run smoothly.
Refunds on Tickets and Changes in Travel Plans
If travel plans are changed or canceled entirely, United does provide refunds to customers in many circumstances subject to fare rules and restrictions. Refund eligibility depends on the ticket type.
For refundable fares, which cost more, a full refund to the original form of payment will be issued if requested before departure. Non-refundable cheap fare tickets may be eligible for a future travel voucher.
Refunds are generally issued to the original form of payment, though vouchers or miles redeposits may apply sometimes. Fare and tax differences may apply if the ticket is for international travel.
Refunds must typically be requested within a year of ticketing while vouchers are valid for up to two years. Refunds are issued once approved after verification, which may take several weeks.
United’s refund policies on cancellations and unused tickets offer customers options when plans change unexpectedly. The airline aims to make the refund process easy and timely when eligibility requirements are met.
Flying United – Conclusion
For over 90 years, United Airlines has helped connect travelers to destinations worldwide. The airline provides service to hundreds of airports globally thanks to its large fleet, extensive route network and airline partnerships.
While United grappled with some public relations issues in recent years, the airline has focused on improving customer service through new amenities, better technology and increased staff training. United continues working to uphold its friendly skies reputation.
For many passengers, United offers a quality travel experience, convenient flight schedules, and competitive fares. The airline’s membership in Star Alliance opens up even more benefits and travel opportunities for United customers.
From comfortable economy class options to premium Polaris business class on international routes, United aims to meet diverse travelers’ needs. And their MileagePlus frequent flyer program rewards loyal customers.
No airline is perfect. But United’s combination of resources and working to improve its brand perception position it as an industry leader. For travelers seeking a full-service airline experience with global connections, United Airlines remains a preferred choice.
By investing in its fleet, facilities, technology and customer service commitments, United Airlines will continue connecting people – and cultures – flying the friendly skies.
