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WELCOMEABOARD,
and thanks for choos-
ing United for your flight today.
We are commi ed to building an airline
that our co-workers want to work for, our
customers want to fly, and our investors
want to invest in. As part of our merger,
we recently converted to a single passen-
ger service system, so all our agents can
now handle all our customers, and all our
customers can now use a single website
(united.com), and enjoy the benefits of a
single loyalty program (MileagePlus).
We also committed to a $550 million
investment in our onboard product,
including adding flat-bed seats, expand-
ing EconomyPlus, adding bigger overhead
bins, adding air traffic control passenger
audio, upgrading in-flight entertainment,
and completely retrofi ing our p.s. fleet.
We also have plans to install advanced
satellite-based broadband Wi-Fi on our
mainline fleet, with installations starting
late this year. I know that you will enjoy
these improvements.
We have already installed Economy
Plus seating on all long-haul international
Boeing 757-200 flights, and in total have
updated more than 140 of our subsidiary
Continental aircraft with this popular
feature. We continue to make progress on
our other enhancements.
We are also investing in our onboard
premium-cabin service. The most signifi-
cant change is extending our BusinessFirst
service to the business-class cabin of the
United fleet flying to many long-haul
international destinations (now branded
as “United BusinessFirst”) and investing
in our “United Global First” product, the
new brand for our first-class product on
our three-cabin aircraft flying between
theU.S. andmany long-haul international
destinations. Our investmentswill include
new menus, enhanced amenities, and
improved services that we provide to cus-
tomers traveling in our premium cabins.
We will continue to use the United First
and United Business names for flights
offering first-class and business-class
cabins within the U.S. and on short-haul
international routes, and will provide the
great service and amenities our airline is
known for domestically.
We look forward to having you onboard
againsoon. Thanks for flyingwithus today.
Onboard Experience
PRESIDENT AND CHIEF EXECUTIVE OFFICER,
UNITED AIRLINES
HEMISPHERESMAGAZINE.COM
•
APRIL 2012
13
CEOLETTER