United Airlines

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IATA UA ICAO UAL Callsign UNITED
Founded	April 6, 1926 (1926-04-06) Boise, Idaho, USA (as Varney Air Lines)[1][2]
Commenced operations	April 6, 1926 (1926-04-06)[3] (as Boeing Air Transport)[4]
AOC #	CALA014A
Hubs	Antonio B. Won Pat International Airport (Guam) Cleveland Hopkins International Airport Denver International Airport George Bush Intercontinental Airport (Houston) Los Angeles International Airport Narita International Airport (Tokyo) Newark Liberty International Airport O'Hare International Airport (Chicago) San Francisco International Airport Washington Dulles International Airport
Frequent-flyer program	MileagePlus[5]
Airport lounge	United Club[6]
Alliance	Star Alliance[7]
Subsidiaries	Subsidiaries List[8] Chelsea Food Services Covia LLC Kion de Mexico, S.A. de C.V. MileagePlus, Inc. MileagePlus Holdings, LLC United Aviation Fuels Corporation United Cogen, Inc. United Vacations, Inc.
Fleet size	703
Destinations	378
Company slogan	Let's Fly Together Fly the Friendly Skies (until 2011) It's Time to Fly (Alternate)
Parent company	United Continental Holdings, Inc.
Headquarters	Chicago, Illinois, USA
Key people	Walter T. Varney (Founder)[1] Jeffrey A. Smisek (CEO) Glenn F. Tilton (Chairman)
Revenue	US$37,110 million (FY 2011)
Operating income	US$1,822 million (FY 2011)
Net income	US$840 million (FY 2011)
Total assets	US$37,988 million (FY 2011)
Total equity	US$1,806 million (FY 2011)
Website	www.united.com

United Air Lines, Inc., (NYSE: UAL), operating as United Airlines, is a U.S. airline and the world's largest airline with 86,852 employees^[9] and operating the second-largest fleet with 702 aircraft.^[10] It is a subsidiary of United Continental Holdings, Inc. formerly, UAL Corporation, with corporate headquarters in Chicago. United's largest hub is George Bush Intercontinental Airport in Houston. United is a founding member of the Star Alliance, the largest airline alliance in the world, and offers connections to over 1,000 destinations in over 170 countries worldwide.^[11] The airline's regional service is United Express.

History[link]

United Air Lines route map, 1940

United Airlines originated from the Varney Air Lines air mail service of Walter Varney, who also founded Varney Speed Lines which later became Continental Airlines. Founded in Boise, Idaho in 1926, the carrier flew the first Contract Air Mail flight in the U.S. on April 5, 1926, marking the first scheduled airline service in the country's history.^[12] In 1927, airplane pioneer William Boeing founded his own airline, Boeing Air Transport, and began buying other airmail carriers including Varney Airlines. In 1929, Boeing merged his company with Pratt & Whitney to form the United Aircraft and Transport Corporation (UATC).

In 1933, United began operating the Boeing 247, which enabled passengers to fly across the U.S. without an overnight stop or changing planes. After passage of the Air Mail Act in 1934, UATC separated into United Aircraft (the future United Technologies), the Boeing Airplane Company and United Air Lines. During World War II, United-trained ground crews modified airplanes for use as bombers, and transported mail, material, and passengers in support of the war effort.

After the war, United gained from a boom in customer demand for air travel, with its revenue passenger-miles jumping five-fold in the 1950s, and continued growth occurring through the next two decades.^[13]

United 727-200 in the Stars and Bars livery at Los Angeles International Airport in August 1974

In 1954 United Airlines became the first airline to purchase modern flight simulators which had visual, sound and motion cues for training pilots. Purchased for U.S.$3 million (1954) from Curtiss-Wright, these were the first of today's modern flight simulators for training of commercial passenger aircraft pilots.^[14]

United merged with Capital Airlines on June 1, 1961 and displaced American Airlines as the world's second largest airline, after Aeroflot. In 1968, the company reorganized, creating UAL Corporation, with United Airlines as a wholly owned subsidiary. The 1970s saw economic turmoil, resulting in "stagflation" and labor unrest. The 1978 Airline Deregulation Act, resulting in industry shakeups, further added to the carrier's difficulties in a loss-making period.

In 1982, United became the first carrier to operate the Boeing 767, taking its first delivery of 767-200s on August 19. In May 1985, the airline underwent a 29-day pilot strike over management's proposed "B-scale" pilot pay rates. Then-company CEO Richard Ferris changed United's parent company's name from UAL Corporation to Allegis in February 1987, but following his termination, the company reverted to the name UAL Corp. in May 1988, and divested non-airline properties.^[15][16]

United 747SP in the 1974–1993 Rainbow Scheme

In 1985, United expanded dramatically by purchasing Pan Am's entire Pacific Division, giving it a hub at Tokyo's Narita International Airport, and in 1991 purchased routes to London Heathrow Airport from ailing Pan Am, making it one of two US carriers permitted exclusive access to Heathrow under Bermuda II until "open skies" took effect in 2008 (American Airlines being the other, after purchasing TWA's Heathrow landing slots).  The aftermath of the Gulf War and increased competition from low-cost carriers led to losses in 1991, and 1992.^[17] In 1994, United's pilots, machinists, bag handlers and non-contract employees agreed to an Employee Stock Ownership Plan (ESOP), acquiring 55% of company stock in exchange for 15–25% salary concessions, making the carrier the largest employee-owned corporation in the world. The carrier also launched a low-cost subsidiary in 1994, Shuttle by United a high frequency, west coast-based operation, in an attempt to compete with low-cost carriers; the subsidiary remained in operation until 2001.

In 1995, United became the first airline to introduce the Boeing 777 in commercial service. In 1997, United co-founded the Star Alliance airline partnership. In May 2000, United announced a planned $11.6 billion acquisition of US Airways, but withdrew the offer in July 2001 before the United States Department of Justice barred the merger on antitrust grounds. May 2000 also saw a bitter contract dispute between United and its pilots' union over pay cuts and concessions to fund the ESOP and overtime work, causing summer flight cancellations until a salary increase was agreed upon.

United planes, one with Star Alliance livery, at San Francisco International Airport, one of its main hubs.

During the September 11, 2001 terrorist attacks, two of the four airplanes hijacked and crashed by al-Qaeda terrorists were United Airlines aircraft. An airline industry downturn resulted, and coupled with economic difficulties, skyrocketing oil prices, and higher labor costs, the company lost $2.14 billion in 2001. In the same year United applied for a $1.5 billion loan guarantee from the federal Air Transportation Stabilization Board established in the wake of the September 11 attacks. After attempts to secure additional capital failed, UAL Corporation filed for Chapter 11 bankruptcy protection in December 2002 and the ESOP was terminated.

United's bankruptcy operations resulted in furloughing thousands of workers, closing all U.S. city ticket offices, cancelling several existing and planned routes, downsizing its Miami operations, closing maintenance bases, and fleet reductions. The carrier also negotiated cost cuts with employees, suppliers, and contractors, and terminated feeder contracts with United Express carriers Atlantic Coast Airlines and Air Wisconsin. The carrier launched a new, all coach, low-cost carrier named Ted in 2003, and a luxury "p.s." (for "premium service") coast-to-coast service on re-configured 757s in 2004. In 2005, United cancelled its pension plan in the largest such default in U.S. corporate history.

United 767-300ER in the 2004–2011 Blue Tulip livery.

In 2005, United announced it had raised $3 billion in financing to exit bankruptcy and filed its Plan of Reorganization, as announced, on September 7, 2005. In late 2006, Continental Airlines participated in preliminary merger discussions with United.^[18][19] On June 4, 2008, United announced it would close its Ted unit^[20] and reconfigure the subsidiary's aircraft for a return to mainline configuration.

On April 16, 2010, United resumed merger talks with Continental Airlines. The board of directors of both Continental and UAL Corporation's United Airlines reached an agreement to combine operations on May 2, 2010. The combined carrier would retain the United Airlines name, but use Continental's logo and livery, and Continental's CEO Jeff Smisek would head the new company.^[21] The merger was contingent upon shareholder and regulatory approval.

United 777-200ER in "new" livery after merger with Continental Airlines

The Continental–United merger was approved by the European Union in July 2010.^[22] On August 27, 2010, the US Justice Department approved the Continental–United Merger.^[23] On September 17, 2010, United shareholders approved the merger deal with Continental Airlines.^[24] Both carriers planned to begin merging operations in 2011 to form the world's biggest carrier.^[25]

On October 1, 2010, UAL Corporation completed its acquisition of Continental Airlines and changed its name to United Continental Holdings, Inc. The airline received a single operating certificate from the FAA on November 30, 2011.^[26]

On March 3, 2012, Continental and United merged their passenger service systems, frequent-flier programs, and websites which officially eliminated the Continental name and brand as far as the public was concerned.^[27]

Corporate affairs[link]

Headquarters[link]

Future United Continental Holdings World Headquarters, Willis Tower, 233 South Wacker Drive, Chicago Loop. Once their consolidation into the tower is complete, United will become its single largest occupant.

United Airlines is currently in the process of moving its corporate headquarters from the United Building at 77 West Wacker to Willis Tower in the Chicago Loop, Chicago, United States, where it will employ about 5000 headquarters and operations employees in 22% of the tower.

In 2007, United Airlines moved its headquarters and its 350 top executives from its long-time headquarters at 1200 East Algonquin Road in suburban Elk Grove Township to 77 West Wacker Drive after considering alternate locations in Denver, Colorado and San Francisco, California.^[28][29][30] In addition to 77 West Wacker, United had also considered relocating to 115 South LaSalle Street, 190 South LaSalle, and 200 West Madison Street.^[28]

The Elk Grove Village campus was renamed an Operations Center and United Airlines consolidated several of its offices in the suburbs of Chicago into the Elk Grove Village campus.^[31] After the City of Chicago submitted a $35 million incentive, including $10 million in grants for United to move its remaining employees to Chicago, United proceeded to schedule a move of about 2,500 employees out of the former Elk Grove Township headquarters and into Willis Tower in downtown Chicago. Monica Davey of The New York Times said that the move may have contributed to United's decision to base the newly merged United Continental Holdings out of Chicago instead of Houston.^[32] In April 2012, United announced its intention to relocate their corporate headquarters to Willis, as well, thereby vacating the tower at 77 West Wacker that bears its name. Once the consolidation into Willis is complete, they will be the tower's single largest tenant with an occupancy rate of about 22 percent.^[33]

Other facilities[link]

United owns a flight training center in Denver, Colorado with 36 flight simulators and 90 computer-based training stations. Its primary maintenance base is at San Francisco International Airport and has nine hangar bays and 2.9 million square feet of floor space. United formerly owned a hotel in Honolulu, Hawaii which was used by its flight crews, which was sold in February 2012.^[34][35]

Environmental strategy[link]

While United was one of the last US-based carriers to install blended winglets onto their Boeing 757 aircraft to cut fuel burn and reduce carbon output, their entire Boeing 757-300 fleet, as well as an increasing number of Boeing 757-200 aircraft have been fitted with winglets. On December 9, 2009, United officially announced orders for 25 Boeing 787-8 aircraft and 25 Airbus A350-900 XWB aircraft^[36], worth $4 billion and $6 billion, respectively, at list prices. United's purpose is to reduce fuel burn on typical flights by up to one-third, saving 175 million gallons of fuel per year, and to simplify maintenance by reducing the number of classes of aircraft used on United's network. Narrow body replacement bids for the 737-300/-500 fleet are expected to begin in 2010, with Embraer of Brazil and Bombardier of Canada participating along with Boeing and Airbus.^[37]

United Airlines 737-800, the type used on the carrier's first renewable jet fuel flight, in the airline's post-merger "globe" livery.

Continental Airlines began bio-fuel testing prior to the merger with United Airlines, including the painting of a Boeing 737-800 aircraft into "Eco-Skies" livery. On November 7, 2011, United Airlines flew the world's first commercial aviation flight on a microbially derived biofuel using Solajet™, Solazyme's algae-derived renewable jet fuel, and fueled with 40 percent Solajet and 60 percent petroleum-derived jet fuel. This was operated by the "Eco-Skies" Boeing 737-800 aircraft on a flight from Houston to Chicago.^[38]

Labor[link]

All United Airlines pilots are represented by the Air Line Pilots Association. United and Continental pilots have differing scope clauses that enforce different capacity constraints on regional jet service. United has a more relaxed scope clause that allows regional carriers to operate jets with up to 70 seats, whereas, Continental has a more restrictive clause of 50 seats. This remains an obstacle for a single pilot contract.^[39]

Brand[link]

The United Airlines logo consists of the United name in a sans-serif font and the former Continental Airlines "globe" identity and livery, designed in 1991 by Lippincott.^[40] Currently, 923 United and United Express aircraft have been painted in the "new" livery,^[41] which features a white and gray fuselage with a thin gold stripe and blue "globe" tail.

United Airlines has promoted its post-merger logo as reflecting its efforts to attract corporate clients and the airline's worldwide network,^[40] but many marketing experts and graphic designers have criticized the logo change, stating that the previous "tulip" logo has stronger brand recognition and is a stronger mark than the Continental globe, while faulting CEO Jeff Smisek and former United CEO Glenn Tilton for devising the "new" brand and livery between the two of them with no outside input.^[40] After the new United announced its new logo, supporters of the previous United logo started a Facebook group called "Save the United Airlines Tulip" in order to convince the airline to change its logo to the old United logo.^{[citation needed]} The Tulip demonstrated the timeless history of United, which is desired to be recaptured.^{[citation needed]}

Others realized that, despite the strength of the United brand and logo, United was a crippled airline that desperately needed a healthy and well-run airline to bail it out in order to survive. All indications are that, despite the technical United purchase of Continental, Continental is the surviving (and stronger) airline, and that the Continental livery is most appropriate.

United "globe" and "tulip" tails. The former Continental "globe" was chosen as the logo of the combined airline.

The pre-merger United logo, a stylized "U" that is universally referred to as the "tulip", was first developed in 1973 after the airline commissioned designer Saul Bass to develop a new brand image.^[40] It replaced the original United red, white and blue shield logo, adopted in 1936, but disused by the late 1960s. The "tulip" logo of colored stripes representing overlapping letter "U"s remained in use until the Continental merger with only slight modification. The first plane to feature the tulip, along with the new "Rainbow" livery designed by Bass, was a Douglas DC-8 in September of 1974. The Rainbow livery had a primarily white fuselage, & red, orange, and blue stripes along the "cheatline". This livery would be updated in 1988, to feature bigger "UNITED" titles on the fuselage that was fascilitated by moving the stripes down. This livery was in use until the beginning of 1993 and the last planes to feature this paint scheme were repainted by 1999.

Other "tulip" liveries included 1993's CKS Group-designed "Battleship" livery, using a grey and dark blue fuselage, with blue stripes on the tail and a smaller "tulip". This livery debuted on January 11, 1993 and the last mainline plane to wear this livery, N229UA, was repainted on February 20, 2012. The 2004 Pentagram-developed "Blue Tulip" or "Rising Blue" featured a white and lighter blue fuselage, along with a cropped version of the tulip on the tail.  This livery was used until the merger with Continental.

Marketing themes[link]

The current slogan, since the merger of United and Continental in October 2010, is "Let's fly together". This replaced the slogan "It's time to fly" created in 2004. United's earliest slogan, "The Main Line Airway," emphasized its signature New York-Chicago-San Francisco route, and was replaced in 1965 with "Fly the Friendly Skies". The "friendly skies" tagline was used until 1996.

United's theme song is George Gershwin's 1924 "Rhapsody in Blue", which it licensed from Gershwin's estate for $500,000 in 1976.^[42] "Rhapsody" would have entered the public domain in 2000, but the Sonny Bono Copyright Term Extension Act of 1998 extended its copyright another 20 years. United announced that they will continue to use the theme song, "Rhapsody in Blue" following the merger with Continental.^[43]

Sponsorships[link]

United is a sponsor of all five of Chicago's major professional sports teams—the Bears, Blackhawks, Bulls, Cubs and White Sox—as well as the U.S. Olympic Team. The Blackhawks and Bulls play their games in the United Center, which the airline holds the naming rights to until 2014. The Cubs use a United 757 as their charter aircraft for transport between games, and the White Sox, similarly, use an Airbus A320 as their charter aircraft operating under flight number UAL9904. In addition, the luxury seating area directly behind home plate at the White Sox U.S. Cellular Field are the "United Scout Seats."

Through its merger with Continental, United also became the official airline of the New York Giants football team.^[44]

Destinations[link]

United Airlines destinations

United Airlines flies to 73 domestic mainline destinations and 41 international destinations in 25 countries across Asia, Americas, Europe, Oceania, and Africa not including cities only served by United Express. United Airlines, along with Air France, British Airways, Delta Air Lines, Emirates, Korean Air, Qantas, Qatar Airways, Singapore Airlines and South African Airways, is one of the few airlines that fly to all six inhabited continents.^[45]

Route network[link]

United Airlines hub operations at Chicago O'Hare.

United operates an extensive domestic route network concentrated in the Midwest, West Coast and Southwest. It is the leading US carrier to Hawaii, as well as service to Asia and Australia.^[46]

In 1988, the bilateral (though not reciprocal) treaty with Japan was amended to allow additional routes between the two countries. United's application to fly from Chicago to Tokyo, a significant gap in its routes previously, was approved.^[47]

United is focusing on its international presence, notably in the People's Republic of China, with nonstop flights to Beijing and Shanghai, as well as the former British territory of Hong Kong from its hubs in Chicago, Los Angeles, Newark, San Francisco and Washington, D.C. In September 2007 United was granted a route from San Francisco to Guangzhou.^[48] These routes offer a higher proportion of premium fare passengers while being relatively insulated from the cut-throat competition in the domestic market, especially from low-cost carriers. United competes vigorously with discount carriers on about 70 percent of its domestic market. United has also focused more on Latin America, a region from which it had largely retreated in the last decade, and added new destinations and frequencies to Mexico and the Caribbean. The airline was granted service from Los Angeles to Shanghai that lanched on May 20, 2011.^[49]

United's tulip logo as seen at its Denver hub

United inaugurated service to Bahrain on April 18, 2010,^[50] and Accra, Ghana on June 20, 2010 (which was the carrier's first African destination).^[51] This made United Airlines the second-US carrier to fly to all six inhabited continents after Delta Air Lines, which has had that distinction since July 2009. United's service to Accra was extended to Lagos, Nigeria (the carrier's second African destination) on December 12, 2010^[52], with nonstop service commencing on November 16, 2011 and terminating on December 18, 2011. Services to Bahrain and Accra are served from the airline's Washington D.C. hub. United also launched service from Washington D.C. to Doha, Qatar via Dubai on May 1, 2012.^[53] Services to Accra and Copenhagen are being suspended on July 3, 2012 and September 26, 2012 respectively.

Codeshare agreements[link]

In addition to its Star Alliance and United Express partnerships, United codeshares and/or marketing agreements with the following airlines as of January 2010:

Hub information[link]

Current hubs, focus cities and maintenance bases[link]

Former hubs, maintenance bases, and focus cities[link]

United's route network has been streamlined to focus on a smaller number of key hubs, resulting in the closure of these former hub or focus city operations:

• Miami (Latin gateway) – purchased from Pan Am, dismantled in 2004 due to retrenchment and competition with American Airlines^{[54][not in citation given]}
• Seattle (Focus city) – To Be Reopened after consolidation to the A Gates.^{[citation needed]}
• Oakland (Maintenance base) – Oakland Maintenance Center (OMC)
• Indianapolis (Maintenance base) – Indianapolis Maintenance Center (IMC)

Fleet[link]

Current[link]

United Airlines operates 706 mainline aircraft, with an average fleet age of 13 years.^[55]

The Boeing customer code for United Airlines is 22, yielding a model number such as 747-422.^[56] Aircraft acquired from Continental Airlines still have a 24 code.

United announced plans to provide Wi-Fi internet service from Panasonic on its 737 and International 757 aircraft beginning in 2012 and plans to have all mainline aircraft equipped with WiFi by 2015.^[57]

As of December 2011, United operates the following aircraft:^[58]

Retired[link]

United was the launch customer for a number of aircraft types, including the McDonnell Douglas DC-10 and several Boeing aircraft: the Boeing 727, the Boeing 737-200, the Boeing 767 and the Boeing 777. Although not a launch customer, jet aircraft operated by United has included the Lockheed L-1011 (received in the Pan Am Pacific Route purchase, later traded with Delta Air Lines for the DC-10 aircraft Delta received in their merger with Western Airlines), Douglas (later McDonnell Douglas) DC-8, and Sud (later Aerospatiale) Caravelle. In 1965, United placed an order for six BAC/Sud (now BAe and Aerospatiale) Concordes but the order was later canceled.

United Airlines and American Airlines were both launch customers for the DC-10; this is the third aircraft delivered to United in 1972

United and Delta are the only two U.S. airlines that fly the Boeing 747 in their fleets.

United has stated it would rather wait until the next generation of narrow-body aircraft arrive as they will be able to replace their A319-100, A320-200, and 757-200 fleets at the same time. To cut down on money going out of the franchise, United had retired its entire Boeing 737 fleet. United, however, reacquired the Boeing 737 aircraft after its merger with Continental Airlines. On June 3, 2009, United announced they have submitted proposals to both Boeing and Airbus for an order for up to 150 new aircraft. The order is expected to include new widebody aircraft to supplement the current Boeing 777-200/200ER aircraft and new narrow-bodies to supplement United's 96 strong 757-200 fleet.^[71]

In December 2009, United announced it would split a 50-aircraft order between upcoming Airbus A350 and Boeing 787 Dreamliner aircraft.^[72]

On April 2, 2008, United Airlines temporarily withdrew its entire fleet of 19 Boeing 777-200 and 33 Boeing 777-200ER aircraft until functional testing of the fire suppression system could be completed. The move was the latest in a series of temporary groundings by U.S. airlines in late March 2008 following a Federal Aviation Administration (FAA) review of compliance with airworthiness directives.^[73] United has expressed interest in becoming the sole GoldCare maintenance, repair, and overhaul provider for the Boeing 787.^[74][75]

United Airlines has taken the Continental Airlines globe and color scheme for all aircraft. The "Continental" title has been replaced with "UNITED" printed across each aircraft.^[76]

Cabin[link]

United offers in-flight entertainment on all mainline aircraft, the only mainline legacy carrier to do so. Audio programming is provided by Zune.^[77] The entire fleet features a program that allows passengers to listen to live radio communications between the cockpit and Air Traffic Control, which can be found on Channel 9 and enabled at the pilot's discretion. United also has partnerships with various television networks who provide programming for video-equipped aircraft. The most prominent of these programming partners was NBC, which provided branded "NBC on United" programming. This long-standing partnership ended in early 2009, when NBC signed a two-year deal with American Airlines.^[78] Despite the loss of this partnership, United's television entertainment continues to include several prime time NBC programs.

United Global First[link]

"United Global First" Suite (new)

United Global First is offered on Boeing 747, internationally configured Boeing 767-300ER, and selected Boeing 777 aircraft. The United Global First Suite is 6.5 ft (2.0 m) long and has 180 degrees of recline, creating a fully flat bed. All seats are equipped with a personal 15.4 in (0.39 m) screen personal LCD television with Audio-Video-on-Demand (AVOD), an adjustable headrest, lumbar support, a USB power port, an Apple iPod adapter (to play audio or video through), XM Satellite Radio, a US-style 120V/60 Hz power outlet, a reading light, noise-cancelling headphones and a large tray table.^[79] The 767-300 international continues to use the original (smaller) overhead bins.

The Boeing 777-200ER aircraft which have yet to be outfitted with the Global First Suite feature 78 in (2.0 m) pitch flat-bed seats which recline to 180 degrees. Each seat has a personal video screen with a collection of compact videocassettes. Passengers have access to personal satellite phones, laptop power ports, noise-canceling headsets, pillows and blankets.

United First Suite (old).

United International First Lounge[link]

United also offers an International First Lounge which feature snacks and a self-serve bar at several airports. Access is restricted to customers traveling in long haul international first class or p.s. first class. Seven lounges are currently operated in seven different airports worldwide, including Chicago-O'Hare, Hong Kong, Los Angeles, New York-JFK, San Francisco, Tokyo-Narita, and Washington-Dulles.^[80]

United Arrivals Suite[link]

United also offers United Arrivals Suite service which has shower facilities and complimentary breakfast. Access is restricted to international United First and full-fare United Business customers. There are presently four Arrival Suite locations including London, San Francisco, Chicago, and São Paulo.^[81]

United BusinessFirst[link]

United BusinessFirst

United BusinessFirst is offered on all internationally configured aircraft. BusinessFirst passengers check in at separate counters and can use Premier Access priority security screening where available. In-flight service includes pre-departure beverages, table linens and (on international flight segments only) three course meals designed by chef Charlie Trotter. Passengers are also given priority when boarding, priority baggage handling and access to the United Club.

On Boeing 747-400, internationally configured Boeing 767-300ER, and selected Boeing 777 aircraft, the seats alternate between front-facing and rear-facing.^[82] All seats are 6 feet-4 inches long and have 180 degrees of recline, creating a fully flat bed, the first flat-bed business seat to be offered by a U.S. airline. All seats are equipped with a personal 15-inch screen personal LCD television with Audio-Video-on-Demand (AVOD), an adjustable headrest, lumbar support, a USB power port, an Apple iPod adapter (through which to play audio or video), XM Satellite Radio, a US-style 120V/60 Hz power outlet, a reading light, noise-cancelling headphones and a large tray table.^[79] Boeing 777 aircraft yet to be outfitted with lie-flat seats in BusinessFirst feature recliner-type seats with a pitch of 55 inches and 150 degree recline. The seat also features laptop power ports which require EmPower adapters. Each seat includes an individual entertainment system offering nine channels of video (seven films and two short-subjects) and noise-reducing headsets.

On Boeing 767-200ER, Boeing 767-400ER and selected Boeing 777 aircraft, BusinessFirst is the sole premium cabin on those aircraft, as no Global First service is offered. The Flat Bed Seat offers a seat measuring up to 25 inches (640 mm) wide when the adjustable armrest is positioned flush with the seat cushion. Electronic controls enable customers to easily move the seats to an infinite combination of seat adjustments, including lumbar support, leg and foot rests. iPod connectivity is available in the Flat Bed Seat. The new BusinessFirst seats have a six-way adjustable head rest, an individual overhead reading light and an adjustable seat light allowing customers to read in bed without disturbing their neighbor and a privacy shell that allows for seclusion from other travelers.

United First and United Business (short haul)[link]

United First is offered on all domestically configured United aircraft. When such aircraft are used on international services, such as those to Mexico, Canada and the Caribbean, the premium cabin is branded as United Business. The cabin features a cradle seat similar to the old international United Business seat, but without the personal reading lamps, legrests, or personal entertainment units. The seats have a 38 in (1.0 m) pitch, and passengers receive priority boarding and baggage handling, pre-departure beverages, free meals and separate check-in desks. United has updated substantially all of these seats with leather seat covers.

When a long-haul aircraft fitted with a BusinessFirst cabin operates on a domestic flight, the cabin is branded as United Business. There is never any guarantee of which routes these planes will appear on as schedules will change according to United's international needs. Aside from the superior BusinessFirst seats, service is similar to Domestic First Class. Note that Rows 13 and 14 on the 767s receive Business Class service despite being sold as economy seats as they are physically located within the Business cabin.

On Premium Service flights, United First features twelve angled-flat, leather-trimmed seats, with a 68 in (1.7 m) pitch, personal reading lights, privacy screens, power ports, along with individual portable digital media players offering a wide selection of movies, TV shows, music and games through noise-reducing headsets. Passengers receive full meals, chocolates and signature champagne cocktails, as well as an invitation to the United International First Class Lounge. United Business features twenty-six leather recliner seats with 54 inch pitch, personal reading lights, power ports, individual portable digital media players offering a wide selection of movies, TV shows, music and games through noise-reducing headsets. Passengers receive full meals, chocolates and signature cocktails as well as an invitation to the United Club.

United Economy[link]

United Economy cabin on a Boeing 747-400

United Economy cabin on an Airbus 320

United Economy is available on all aircraft in United's fleet. Seats range from 17 to 18 inches wide, and have between 31 and 32 inches of pitch. All United Economy seats on Boeing 767 and Boeing 777 aircraft feature an adjustable headrest and a personal television at the back of each seat. United Economy's in-flight entertainment system on these aircraft features either nine channels of entertainment on loop on a 5 inch screen, or Audio-Video-on-Demand (AVOD) with a 7 inch Panasonic eFX touch screen LCD. United serves complimentary meals on international flights between the US, South America, Europe, the South Pacific and Asia. Shortly after takeoff, passengers are served cocktail snacks and free non-alcoholic drinks. Alcoholic drinks are not complimentary for economy passengers on international flights. On flights with meals, the main meal consists of a salad, an appetizer, a choice of hot entrées and dessert. On longer flights, United also offers a light pre-arrival meal.

United offers a "Choice Menu" buy on board program. On United flights between two and five hours in duration, snack boxes are available for a fee. On United flights of three or more hours, fresh sandwiches, salads and 3 snack box options are also available for a fee. Water, soft drinks, tea and coffee are complimentary on all flights. Only Credit Cards are accepted for Onboard Purchases. Alcoholic beverages are available for a fee on most flights.^[83] All aircraft feature overhead television screens. Short subject television program is shown on flights between 1.5 and 2.5 hours and feature-length films are shown on flights over three hours.

Economy Plus is progressively being rolled out throughout the entire United fleet.^[84] Economy Plus seats are located in the front 6–12 rows of the economy cabin and feature up to 6 inches of additional legroom. Economy Plus is available for free to all MileagePlus Elite members. It can also be purchased at check-in depending upon availability by members of the United MileagePlus program, or onboard by asking a Flight Attendant. Only 3 seats may be sold onboard on narrow body aircraft and 10 seats on wide body aircraft, due to weight and balance. Economy Plus seats are restricted solely to members of the MileagePlus program first. All other customers including passengers from other frequent flyer programs in the Star Alliance are prohibited from purchasing Economy Plus seats at the time of ticket purchase, but may purchase at the gate or onboard, if available. All seats in economy on Premium Service are configured as Economy Plus.

Frequent flyer services[link]

MileagePlus[link]

MileagePlus is the frequent flyer program for United Airlines, Copa Airlines and Copa Airlines Colombia.^[85]

From its inception until June 29, 2011, United's frequent flier program was known as Mileage Plus. Following United's merger with Continental Airlines, United retained Mileage Plus as the frequent flier program of the new United and, subsequently, renamed the program MileagePlus.

United Club[link]

The United Club is the airline lounge associated with United Airlines and United Express carriers. The United club use to be called the Red Carpet Club prior to the merger with Continental Airlines.

Incidents and accidents[link]

Rankings[link]

Fortune Magazine rated United Airlines as the most admired airline on its annual airline-industry list of the World's Most Admired Companies.^[90][91] In addition, the magazine ranked United No. 1 for global competitiveness and long-term investment among 12 global carriers.^[92] However, Airline Quality Rating 2011 rated the AQR Score as a −1.31. This rating scored United Airlines as the "Worst Major Carrier."^[93] USNEWS ranked United based on the AQR as the "Worst Major Carrier" in a story titled America's Meanest Airlines:2011".^[94] In 2009 United AQR Score was: -1.43 which had them ranked as the #2 meanest airlines.^[95]

For the year 2010–2011 Business Insider Ranked United as the #2 of the 18 Worst Companies in America, with the primary complaint being "more long tarmac delay than any airline in June", noting that "the big merger between United Airlines and Continental might have influenced the bad score of the company in consumer satisfaction". According to ACSI, large mergers in service industries usually have a negative impact on customer service in the short-term, because of organisation issues, and customer service should improve as a result of an expanded regional and global network.^[96]

In popular culture[link]

This unreferenced section requires citations to ensure verifiability.

• Leanne Scott's country pop tune, "L.A. International Airport", which became a Top Ten Country hit for Susan Raye in 1971, refers to the airline in the closing lyrics, "Captain's voice so loud and clear; Amplifies into my ear, Assuring me I'm flying friendly skies."
• The Crosby, Stills, and Nash ballad "Just a Song Before I Go", released in 1977, features the lyrics: "Driving me to the airport / And to the friendly skies." It reached number seven on the Billboard singles charts, the band's greatest hit.
• Tom Hanks' character Viktor Navorski is stuck at New York's JFK airport in the United terminal in The Terminal (2004). Viktor flew into JFK on a United 747 and the woman he falls for played by Catherine Zeta Jones, is a flight attendant for United.
• The crash of United Airlines Flight 93 was the focus of the 2006 movies United 93 and Flight 93 (TV film).
• In 2008, Canadian musician David Carroll had his $3500 Taylor guitar damaged by United's baggage handlers, and United refused to repair it. He and his band Sons of Maxwell wrote and performed a song about this incident, "United Breaks Guitars", and posted it on YouTube. The video was a big hit on YouTube and has reached more than eleven million views; United tried to compensate Dave Carroll, but he refused as they had been told that it would already be too late once the song was out. The money was donated to charity. United has since utilized the video in customer service training.
• In the finale of the hit television series Seinfeld, Elaine is about to admit her love for Jerry but stops herself. Instead of saying "I've always loved you," she says "I've always loved You-nited Airlines."
• In the Fountains of Wayne song Mexican Wine, the band tells the story of a United Airlines pilot that is fired for reading High Times.
• In the O.V.A. Read or Die, Nancy says "Thank you for flying the friendly skies." Just before attaching the chord to the train of paper dolls, causing the glider to crash.
• In the 2001 Rush Hour 2 film a United Airlines Boeing 747-400 appeared as a commercial flight from Los Angeles International Airport to Hong Kong International Airport
• In the premiere episode of its third season, Modern Family showed its cast flying to Jackson Hole, WY, on a United 757. It was first time United Airline's new livery, logo, and design was shown following the merger of Continental.

See also[link]

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• Transportation in the United States

References[link]