W
elcome aboard, and thanks
for choosing United for your
flight today.
At United, we know that air travel isn’t
just about ge ing you to your destination
safely and on time. Air travel is an experi-
ence, and we recognize that it’s our job to
make sure that our customers have the
best experience possible.
AlthoughUnited enjoys the advantage
of having the best route network in the
world, our competitors have many of the
same assetswe do, and if they don’t, they’ll
get them eventually. Ultimately, physical
assets like planes or facilities or clubs can
get competed away. Loyalty, however, is
an asset that’s much harder to compete
against. It’s our job to earn your loyalty
by consistently delivering good customer
service. Service can make all the differ-
ence between a good flight and a bad one,
and we are commi ed to improving our
service to you. To do this, we are taking
a number of actions, including training
100
percent of our flight a endants and
agents in customer service, so everyone
is on the same page about what great
service means and what we expect our
co-workers to deliver for you.
We’re also continuing the Outperform
Recognition Program that we launched
last year. Through this program, eligible
MileagePlus customers can nominate,
using our mobile app, a co-worker for
providing excellent customer service in
the air, at the airport, on the phone, or at
any other point during their experience
with United. Last month, we awarded
$125,000 to our first set of 16 winning
co-workers. The 16 corresponding cus-
tomers who nominated them also won
some great prizes, including round-
trip tickets and frequent flyer mileage
awards. During the first nomination
period, customers submi ed more than
9,000
nominations.
We’ve got experienced, professional
people; spectacular new aircra like the
787
Dreamliner; investmentswe’remaking
in our air and ground products; and the
best route network out there. By provid-
ing you with great customer service, we
will create the world’s leading airline.
Thanks again for choosing to fly with
us. We appreciate your business and look
forward to seeing you onboard again soon.
It’s Our Job
CEOLETTER
CHAIRMAN OF THE BOARD, PRESIDENT
AND CHIEF EXECUTIVE OFFICER,
UNITED AIRLINES
10
FEBRUARY 2013
•
HEMISPHERESMAGAZINE.COM
