United Airlines, Inc. is a major American airline headquartered at the Willis Tower in Chicago, Illinois.Destinations Served
. United Airlines Official Statistics. United operates an extensive domestic and international route network across the United States and all six inhabited continents primarily out of its eight hubs, with

Chicago–O'Hare Chicago O'Hare International Airport , sometimes referred to as, Chicago O'Hare, or simply O'Hare, is the main international airport serving Chicago, Illinois, located on the city's Northwest Side, approximately northwest of the Loop business ...

having the largest number of daily flights and Denver carrying the most passengers in 2023. Regional service is operated by independent carriers under the brand name United Express. United was formed by the amalgamation of several airlines in the late 1920s, the oldest of these being Varney Air Lines, created in 1926 by Walter Varney who later co-founded the predecessor to

Continental Airlines Continental Airlines, simply known as Continental, was a major United States airline founded in 1934 and eventually headquartered in Houston, Texas. It had ownership interests and brand partnerships with several carriers. Continental started o ...

. In 1997, United became one of the five founding airlines of Star Alliance, of which it remains a member today. Since its merger with Continental in 2010, United consistently ranks as one of the world's largest airlines; it is currently first by the number of destinations served and third in terms of revenue and fleet size.

History

United traces its roots to Varney Air Lines (VAL), which Walter Varney founded in 1926 in Boise, Idaho.

is the successor to Speed Lines, which Varney had founded by 1932 and whose name changed to Varney Speed Lines in 1934. VAL flew the first privately contracted

air mail Airmail (or air mail) is a mail transport service branded and sold on the basis of at least one leg of its journey being by air. Airmail items typically arrive more quickly than surface mail, and usually cost more to send. Airmail may be the ...

flight in the U.S. on April 6, 1926. In 1927, William Boeing founded Boeing Air Transport to operate air mail routes under contract with the United States Post Office Department. In 1929, Boeing merged his company with

Pratt & Whitney Pratt & Whitney is an American aerospace manufacturer with global service operations. It is a subsidiary of Raytheon Technologies. Pratt & Whitney's aircraft engines are widely used in both civil aviation (especially airlines) and military aviat ...

to form the United Aircraft and Transport Corporation (UATC) which then set about buying, in the space of just 28 months, Pacific Air Transport, Stout Air Services, VAL, and

National Air Transport National Air Transport was a large United States airline; in 1930 it was bought by Boeing. The Air Mail Act of 1934 prohibited airlines and manufacturers from being under the same corporate umbrella, so Boeing split into three smaller companies, ...

, as well as numerous equipment manufacturers at the same time. On March 28, 1931, UATC formed United Air Lines, Inc., as a holding company for its airline subsidiaries. In 1973, United Airlines became the first civil airline to carry an active President of the United States, when then-president Richard Nixon was on board of a regularly scheduled flight from

Washington D.C ) , image_skyline = , image_caption = Clockwise from top left: the Washington Monument and Lincoln Memorial on the National Mall, United States Capitol, Logan Circle, Jefferson Memorial, White House, Adams Morgan, Na ...

to Los Angeles. The aircraft used, a McDonnell Douglas DC-10, therefore received the callsign " Executive One". In December 2002, due largely to the post-

9/11 The September 11 attacks, commonly known as 9/11, were four coordinated suicide terrorist attacks carried out by al-Qaeda against the United States on Tuesday, September 11, 2001. That morning, nineteen terrorists hijacked four commercial ...

dropoff in air travel, as well as to poor relations between the corporation and one of its key labor unions, the

International Association of Machinists The International Association of Machinists and Aerospace Workers (IAM) is an AFL–CIO/ CLC trade union representing approx. 646,933 workers as of 2006 in more than 200 industries with most of its membership in the United States and Canada. Or ...

, United Airlines filed for bankruptcy. It remained under court protection for more than three years. This enabled it to cut costs ruthlessly. Finally, in early 2006, it emerged from court protection and resumed normal operations. In late 2006,

and United began merger discussions, which concluded successfully in 2010. The carriers planned to begin merging their operations in 2011. The merged airline began operating under a single air operator's certificate from the Federal Aviation Administration on November 30, 2011. On March 3, 2012, United and Continental merged their passenger service systems, frequent-flier programs, and websites, which virtually eliminated the Continental brand with the exception of its logo. On June 27, 2019, the parent company's name changed from United Continental Holdings to United Airlines Holdings. In January 2021, Chief Executive

Scott Kirby John Scott Kirby (born August 13, 1967) is an American executive currently serving as CEO of United Airlines. He previously served as President of US Airways and American Airlines, as well as President of United Airlines from 2016 to 2020, when he ...

put forward the possibility for the company to mandate employees to receive the COVID-19 vaccine while cautioning the potential difficulties in implementing the mandate. The company was the first major US airline to announce a vaccine mandate for all staff on August 6, at which point over 80% of flight attendants and 90% of pilots had been vaccinated, according to statements of the respective unions. Days before the internal deadline of September 27, the company announced that more than 97% of the US based staff were vaccinated. In early 2024, the Federal Aviation Administration announced in March 2024 that it would increase safety oversight of United Airlines following a string of safety-related incidents. As a result, the airline was forced to postpone the launch of two announced international routes to Faro, Portugal and Cebu, Philippines.

Destinations and hubs

United operates flights to 238 domestic destinations and 118 international destinations in 48 countries or regions across all six inhabited continents.

Hubs

As part of its hub-and-spoke business model, United currently operates eight hubs. *

– United's hub for the Midwest and largest hub overall. United controls 47% of the market share in O'Hare, making it the largest carrier at the airport. United's corporate headquarters are also in Chicago. * Denver – United's hub for the Rocky Mountain region of the United States. United has about 42% of the market share in Denver, making it the largest carrier at the airport. It became United's largest hub by number of flights in 2021. * Guam – United's hub for flight routes in the Pacific region, including the

Island Hopper The Island Hopper is an airline route between Guam and Honolulu, Hawaii, via several small islands in the Federated States of Micronesia and the Marshall Islands. The route, currently operated by United and originally by Continental Micronesia, is ...

. United has about 98.8% of the market share at Guam International, making it the largest carrier at the airport. Despite its status as a hub, the airport has no direct flights to any other United hubs or the Mainland United States. Former

hub. *

Houston–Intercontinental George Bush Intercontinental Airport is an international airport in Houston, Texas, United States, serving the Greater Houston metropolitan area. Located about north of Downtown Houston between Interstate 45 (Texas), Interstate 45 and Inters ...

– United's hub for the Southern United States and primary gateway to Latin America. United currently has about 78% of the seat share at IAH, making it the largest carrier at the airport. Former Continental Airlines hub. * Los Angeles – United's secondary hub for the West Coast and gateway to Asia and Australia. United has 15% of the market share at LAX, making it the third-largest carrier at the airport. *

Newark Newark most commonly refers to: * Newark, New Jersey, city in the United States * Newark Liberty International Airport, New Jersey; a major air hub in the New York metropolitan area Newark may also refer to: Places Canada * Niagara-on-the ...

– United's primary hub for the East Coast and gateway to Europe, while including other select flights to Latin America, Africa, and Asia. United has 68% of the market share at Newark, making it the largest carrier at the airport. Former Continental Airlines hub. * San Francisco – United's primary hub for the West Coast and gateway to Asia and Australasia. United has about 46% of the market share at SFO, making it the largest carrier at the airport. *

Washington–Dulles Washington Dulles International Airport , typically referred to as Dulles International Airport, Dulles Airport, Washington Dulles, or simply Dulles ( ), is an international airport in the Eastern United States, located in Loudoun County and F ...

– United's secondary hub for the East Coast and gateway to Europe and Africa. United has about 65% of the market share at Washington Dulles, making it the largest carrier at the airport.

Alliance and codeshare agreements

United Airlines is a member of the Star Alliance and has

codeshare agreements A codeshare agreement, also known simply as codeshare, is a business arrangement, common in the aviation industry, in which two or more airlines publish and market the same flight under their own airline designator and flight number (the "airli ...

with the following airlines: * Air Canada *

Air China Air China Limited () is the flag carrier of the People's Republic of China and one of the "Big Three" mainland Chinese airlines (alongside China Southern Airlines and China Eastern Airlines). Air China's headquarters are in Shunyi District, ...

* Air India * Air Dolomiti * Air New Zealand * All Nippon Airways * Asiana Airlines * Austrian Airlines * Avianca *

Azul Brazilian Airlines Azul Linhas Aéreas Brasileiras S/A (''Azul Brazilian Airlines''; or simply Azul) is a Brazilian carrier based in Barueri, a suburb of São Paulo. The company's business model is to stimulate demand by providing frequent and affordable air serv ...

Boutique Air Boutique Air, Inc. is a commuter airline based in San Francisco, California. The airline offers charter services as well as scheduled passenger services subsidized under the Essential Air Service (EAS) program. Boutique operates the second larg ...

Brussels Airlines Brussels Airlines is the flag carrier and largest airline of Belgium, based and headquartered at Brussels Airport. It operates to over 100 destinations in Europe, North America and Africa and also offers charter services, maintenance and crew ...

* Cape Air * Copa Airlines * Croatia Airlines *

EgyptAir Egyptair (Egyptian Arabic Egyptian Arabic, locally known as Colloquial Egyptian ( ar, العامية المصرية, ), or simply Masri (also Masry) (), is the most widely spoken vernacular Arabic dialect in Egypt. It is part of the Afro-A ...

Emirates Emirates may refer to: * United Arab Emirates, a Middle Eastern country * Emirate, any territory ruled by an emir ** Gulf emirates, emirates located on the Persian Gulf ** Emirates of the United Arab Emirates, the individual emirates * The Emirat ...

* Ethiopian Airlines * Eurowings * EVA Air * Flydubai * Hawaiian Airlines *

Lufthansa Deutsche Lufthansa AG (), commonly shortened to Lufthansa, is the flag carrier of Germany. When combined with its subsidiaries, it is the second- largest airline in Europe in terms of passengers carried. Lufthansa is one of the five founding m ...

Scandinavian Airlines Scandinavian Airlines, more commonly known and styled as SAS, is the flag carrier of Denmark, Norway, and Sweden. ''SAS'' is an abbreviation of the company's full name, Scandinavian Airlines System or legally Scandinavian Airlines System Denmark ...

* Silver Airways * Singapore Airlines *

South African Airways South African Airways (SAA) is the flag carrier airline of South Africa. Founded in 1934, the airline is headquartered in Airways Park at O. R. Tambo International Airport in Johannesburg and operated a hub-and-spoke network, serving ten destin ...

* Swiss International Air Lines * TAP Air Portugal *

Thai Airways International Thai Airways International Public Company Limited, trading as THAI (, th, บริษัท การบินไทย จำกัด (มหาชน)) is the flag carrier airline of Thailand. Formed in 1961, the airline has its corporate h ...

* Turkish Airlines * Vistara * Virgin Australia

Fleet

Reward programs

Frequent flyer programs

MileagePlus is the frequent flyer program for United Airlines. Published MileagePlus Premier tiers are Premier Silver, Premier Gold, Premier Platinum, and Premier 1K. Unpublished tiers include United Global Services and Chairman's Circle. As United is a Star Alliance member, customers reaching certain qualifications are entitled to certain benefits which may be used across the entirety of the Star Alliance network. Premier Silver customers are given Star Alliance Silver status, while Premier Gold customers and higher are given Star Alliance Gold status.

Airport lounges

United Club United Club is the airport lounge associated with United Airlines and its regional affiliates. United operates fifty lounges at forty-five major airports in six countries, with the vast majority being in the United States. United Clubs feature co ...

is the airline lounge associated with United Airlines and United Express carriers. The United Club replaced the former United Red Carpet Club and Continental Airlines Presidents Club prior to United Airlines' merger with Continental. United Polaris lounges are exclusive lounges only available for long-haul Polaris business class travelers, as well as long-haul first and business class travelers on Star Alliance carriers. Amenities include à la carte dining, shower facilities, and sleeping pods.

Corporate affairs

Business trends

The key trends of United Airlines are (as of the financial year ending 31 December):

Ownership and structure

United Airlines, Inc., is publicly traded through its parent company, United Airlines Holdings, Inc., which is a Delaware corporation, on the New York Stock Exchange , with a

market capitalization Market capitalization, sometimes referred to as market cap, is the total value of a publicly traded company's outstanding common shares owned by stockholders. Market capitalization is equal to the market price per common share multiplied by t ...

of over US$21 billion as of January 2018. United's operating revenues and operating expenses comprise nearly 100% of the holding company's revenues and operating expenses.

Headquarters and other facilities

United Airlines headquarters are located at the Willis Tower, 233 South Wacker Drive, Chicago, Illinois. In 2007, United had moved its headquarters from Elk Grove Township, a suburb of Chicago, to

77 West Wacker Drive 77 West Wacker Drive, previously the United Building, is an American office building in the Loop, Chicago. Finished in 1992, the building rises to a height of 668 ft (204 m) with around of interior space.Chicago Loop after receiving US$5.5 million in incentives from the City of Chicago. Then in 2010, United accepted the City of Chicago's offer of US$35 million in incentives, including a US$10 million grant, for United to move its remaining 2,500 employees out of Elk Grove Township to the Willis Tower (formerly the Sears Tower) in the Chicago Loop. On May 31, 2012, United opened its operations center, which occupied twelve floors there. In 2019 United renewed its lease at Willis Tower, originally ending in 2028 and now set to expire in 2033, and plans to construct a roof deck and a dining hall on the fourth floor. The former headquarters campus at Elk Grove Township was gradually annexed into the Village of Mount Prospect, and serves as an IT operations facility, with a new data center constructed in 2013. United maintains a large presence in downtown Houston, having leased of space (seven floors) for occupancy in 2017. United has training facilities for its flight crews in Denver and Houston, a major aircraft maintenance center in San Francisco, and call centers in Houston and Chicago. On September 24, 2020, United Airlines announced that it will roll out a new COVID-19 testing program for passengers from October 15 that year. Initially, testing was only available for passengers traveling to Hawaii from San Francisco International Airport.

Corporate identity

Brand image

The pre-merger United logo, commonly nicknamed the "tulip", was developed in the early 1970s by the designer Saul Bass as part of a new brand image. The logo represented the airline's monogram as well as a modernized version of the airline's shield logo which had been adopted in the 1930s, but fell out of use by the late 1960s. The ribbon-like rendering has also been said to symbolize the motion of flight. In 2010, United announced they would be merging with

and as a result, the combined airline would take the United name but use the

" globe" identity and livery, designed in 1991 by the

Lippincott Lippincott may refer to: Arts and media * ''Lippincott's Monthly Magazine'' a 19th-century literary magazine published in Philadelphia, U.S. * Andy Lippincott, a fictional character in the comic strip ''Doonesbury'' * "Lippincott", a song by Animal ...

company.

Marketing themes

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", which was in use until 1996 in its first iteration. The "It's time to fly" slogan was created in 2004. After the merger of United and Continental in October 2010, the slogan changed to "Let's fly together" until September 2013, when United announced a return of the "Fly the Friendly Skies" slogan in an ad campaign to start the following day. The resurrected slogan would be accompanied by the 1924 George Gershwin song " Rhapsody in Blue" as its theme song, and a voiceover provided by Matt Damon. United had licensed its theme song, "Rhapsody in Blue", from Gershwin's estate for in 1976. "Rhapsody" would have entered the public domain in 2000, but the Copyright Term Extension Act of 1998 extended its copyright another 20 years until January 1, 2020, when it officially entered on the Public Domain. United announced that it would continue to use "Rhapsody in Blue" as its theme song following the merger with Continental.

Environmental initiatives

Because over 98 percent of United's

greenhouse gas A greenhouse gas (GHG or GhG) is a gas that Absorption (electromagnetic radiation), absorbs and Emission (electromagnetic radiation), emits radiant energy within the thermal infrared range, causing the greenhouse effect. The primary greenhouse ...

emissions are from jet fuel, its environmental strategy has focused on operational fuel efficiency initiatives and investments in sustainably produced, low-carbon alternative fuels. On August 23, 2011, United Continental Holdings, Inc., announced a conversion to paperless flight decks and projected that by the end of the year, 11,000 iPads will have been deployed to all United and Continental pilots. Each iPad, which weighs less than , will replace approximately of paper operating manuals, navigation charts, reference handbooks, flight checklists, logbooks, and weather information. The green benefits include reductions in paper use, printing, and fuel consumption.The shift to a paperless system not only streamlines the flight process but also significantly enhances operational efficiency by ensuring pilots have the most up-to-date information readily available. On November 7, 2011, United flew the world's first commercial aviation flight on a microbially-derived biofuel. The aircraft was fueled with 40 percent Solajet, which is

Solazyme TerraVia Holdings, Inc. (formerly Solazyme) was a publicly held biotechnology company in the United States. TerraVia used proprietary technology to transform a range of low-cost plant-based sugars into high-value oils and whole algae ingredient ...

's algae-derived renewable jet fuel, and 60 percent petroleum-derived jet fuel. This flight was operated by the Eco-Skies Boeing 737-800 aircraft from Houston to Chicago-O'Hare. On January 15, 2013, Aviation Partners Boeing (APB), a joint venture between

Aviation Partners Inc. Aviation Partners Inc. (API) is a Seattle-based private corporation that specializes in performance-enhancing winglet systems. The corporation was founded in 1991 and is owned by The Washington Companies. History API was founded in 1991 by Joe Cl ...

and Boeing, announced that United had agreed to replace the

Blended Winglets Wingtip devices are intended to improve the efficiency of fixed-wing aircraft by reducing drag. Although there are several types of wing tip devices which function in different manners, their intended effect is always to reduce an aircraft' ...

on its Boeing Next Generation 737 aircraft with APB's Split Scimitar Winglet (SSW), significantly reducing drag. Once the SSWs are installed, it is estimated that APB's winglet technology will save United more than $250 million annually in fuel costs. On June 30, 2015, United invested US$30 million in Fulcrum BioEnergy, an alternative fuel company. Fulcrum's alternative fuel is produced through a clean and efficient thermochemical process and reduces lifecycle carbon emissions by more than 80 percent. As part of its investment, United will work with Fulcrum to develop up to five alternative fuel refineries near its U.S. hubs. These refineries will produce up to of sustainable aviation alternative fuel per year, and United will have the opportunity to purchase at least per year for a minimum of 10 years, making it the largest aviation alternative fuel commitment to date. On March 11, 2016, United became the first airline in the world to fly on commercial-scale quantities of such fuels on a continuous basis, which were procured from AltAir Fuels. This fuel was produced from sustainable feedstocks such as non-edible natural oils and agricultural wastes and is expected to provide a greater than 60 percent reduction in carbon dioxide emissions on a lifecycle basis when compared to traditional jet fuel. United has agreed to purchase up to of sustainable alternative fuel from AltAir Fuels for use in Los Angeles over a three-year period. In 2016, United began partnering with

Clean the World Clean the World is an organization that recycles hotel soap and hotel amenities. It is also the first "benefit corporation," or "B" corporation established in Orlando, Florida. About Clean the World collects discarded soap and shampoo from the ...

to repurpose items from the airline's international premium class amenity kits and donate the hygiene products to those in critical need. Clean the World provides hygiene education and soap to promote handwashing, which helps prevent hygiene-related deaths. During the first year of this partnership, United expected to divert of material that otherwise would have gone to landfills. In 2017 United started a partnership with Audubon International to protect raptors—including hawks, ospreys and owls—in and around New York-area airports and resettle the birds-of-prey at suitable golf course habitats where the species are more likely to thrive.

Worker relations

All United Airlines pilots are represented by the Air Line Pilots Association. A new Joint Collective Bargaining Agreement was ratified by a majority of the United/Continental pilots on December 15, 2012, which struck down a scope clause that disallowed Continental from outsourcing the flying of regional jets with 70 or more passenger seats. In January 2021, as a plan to reduce its costs in 2023, United Airlines offered its employees voluntary leave options with pay or health benefits. In April 2021, United Airlines announced that within the next decade, half its pilot cadets in the United Aviate Academy would be female or people of color.

Accidents and incidents

Source: United Airlines Accidents and Incidents History at Aviation Safety Network.

Controversies and passenger incidents

Animal transport

In 2013, after pressure from

PETA Peta or PETA may refer to: Acronym * Pembela Tanah Air, a militia established by the occupying Japanese in Indonesia in 1943 * People for the Ethical Treatment of Animals, an American animal rights organization * People Eating Tasty Animals, an ...

, United announced that it would no longer transport monkeys to laboratories. United was the last North American passenger airline to transport these animals to laboratories. United flies more animals and has longer flight stage length than any other US airline, and accounted for one third of animal deaths of US airlines between 2012 and 2017. Effective March 20, 2018, the PetSafe program was suspended with no new reservations for cargo transport of pets accepted. This came after United announced plans to mark pet carriers in the passenger cabin with bright tags and legislation was introduced in the United States House of Representatives and United States Senate banning the placement of pets in overhead compartments. This was in response to a dog death after a passenger placed it in the overhead compartment following flight attendant instructions, but the flight attendant denied knowing that the luggage contained a dog.

Cyber security issues

United awarded airline miles as " bug bounties" to hackers who could identify gaps in the carrier's web security. Two hackers have each been rewarded with 1 million miles of air travel as of July 15, 2015. This cybersecurity program was announced a few weeks after the company experienced two software glitches. The first incident delayed 150 United flights on June 2 due to a problem with its flight dispatching system. Six days later, United's reservation system delayed flights by not allowing passengers to check-in. In addition to the "bug bounty" program, United said it tests systems internally and engages cybersecurity firms. In July 2019, security researcher Sam Jadali exposed a catastrophic data leak known as DataSpii, involving clickstream data provider DDMR and marketing intelligence company Nacho Analytics (NA). NA granted its members access to real-time data, including the ability to observe United Airlines passengers checking into their flights through the United website. The Washington Post highlighted how DataSpii resulted in the dissemination United passenger information including last names and flight confirmation numbers. The disseminated data also enabled the viewing of United customers' current geographic locations as they checked into their flights via the United website. DataSpii harvested data from millions of Chrome and Firefox users through compromised browser extensions, exploiting United's method of embedding personally identifiable information (PII) directly within the URLs. Jadali's investigation revealed that DDMR facilitated rapid dissemination of this data to additional third parties, often within minutes of acquisition, endangering the privacy of the sensitive data collected.

Privacy concerns

In February 2019, privacy concerns arose after it emerged that United had installed cameras in some seat backs. United said that the cameras were "not activated", but journalists reported that malicious hackers could still potentially enable the cameras to spy on passengers.

Mail-scan fraud

In February 2021, United Airlines was fined $49 million by the United States Department of Justice on charges of fraud on postal service contracts for transportation of international mail. According to investigators, between 2012 and 2015 United submitted delivery scan data to make it appear that United and its partner airlines complied with International Commercial Air requirements with accurate delivery times when in fact they were automated delivery scans with aspirational delivery time. Some employees within United worked to hide this fact from the United States Postal Service.

Flight 976

United Airlines Flight 976 was a regularly scheduled flight from Ministro Pistarini International Airport, Buenos Aires to John F. Kennedy International Airport, New York City on October 19, 1995. Prior to takeoff, an investment banker became disruptive after consuming two glasses of champagne, began threatening crew members and attempted to pour his own drinks, against airline and federal regulations. After takeoff, the banker was served two more glasses of red wine, after which the crew refused to serve him more alcohol due to his apparent intoxication. When his requests for more alcohol were denied, he pushed over a female flight attendant, climbed onto a

service trolley An airline service trolley, also known as an airline catering trolley, airline meal trolley, or trolley cart, is a small serving cart supplied by an air carrier for use by flight attendants inside the aircraft for transport of beverages, airline m ...

, took off his pants and defecated, used linen napkins as toilet paper, wiped his hands on various service counters and tracked feces throughout the aircraft, after which he entered a lavatory and locked himself in. A request to divert to Luis Muñoz Marín International Airport in San Juan, Puerto Rico, was denied due to the security risks created by the presence of the President of Portugal Mário Soares, Argentinian foreign minister

Guido di Tella Guido di Tella (June 12, 1931 – December 31, 2001) was an Argentine businessman, academic and diplomat who served as Minister of Foreign Affairs. Life and times Guido José Mario Di Tella was born in Buenos Aires, 1931. His father, Torcuat ...

and their security details on the flight. The disruptive passenger was arrested by the FBI after landing in New York and charged with interfering with a flight crew and threatening a flight attendant. He later pleaded guilty to the latter charge and was fined $5,000 (having previously agreed to reimburse the airline for its cleanup costs and all the other passengers their airfare, which amounted to nearly $50,000) and given two years' probation. The incident was later dubbed the worst ever case of

air rage Air rage is aggressive or violent behavior on the part of passengers and crew of aircraft, especially during flight. Air rage generally covers both behavior of a passenger or crew member that is likely caused by physiological or psychological str ...

2017 passenger removal

On the evening of April 9, 2017, a passenger was forcibly removed by law enforcement from United Airlines flight 3411 at

Chicago-O'Hare Chicago O'Hare International Airport , sometimes referred to as, Chicago O'Hare, or simply O'Hare, is the main international airport serving Chicago, Illinois, located on the city's Northwest Side, approximately northwest of the Loop business ...

, bound for Louisville. United announced that it needed four seats for airline staff on the sold-out flight. When no passengers volunteered after being offered vouchers worth $800, United staff selected four passengers to leave. Three of them did so, but the fourth, a doctor named David Dao, declined as he said that he had patients to treat the following morning. He was pulled from his seat by

Chicago Department of Aviation The government of the City of Chicago, Illinois, United States is divided into executive and legislative branches. The Mayor of Chicago is the chief executive, elected by general election for a term of four years, with no term limits. The mayor ...

security officers and dragged by his arms down the aisle. Dao sustained a concussion, broken teeth and a broken nose among other injuries. The incident was captured on smartphone cameras and posted on social media, triggering angry public backlash. Afterwards, United's then-chief executive officer, Oscar Munoz, described Dao as "disruptive and belligerent", apologized for "re-accommodating" the paying customers, and defended and praised staff for "following established procedures". He was widely criticized as "tone-deaf". Munoz later issued a second statement calling what happened a "truly horrific event" and accepting "full responsibility" for it. After a lawsuit, Dao reached an undisclosed settlement with United and airport police. In the aftermath, United's board of directors decided that Munoz would not become its chairman and that executive compensation would be tied to customer satisfaction. Following this incident, passenger complaints increased by 70 percent.

Summer 2023 operational crisis

Beginning on Saturday, June 24, 2023, severe weather along the Eastern Seaboard triggered an operational crisis for United Airlines similar to the 2022 Southwest Airlines scheduling crisis whereby at least 150,000 passengers were affected by delays, cancellations, and diversions. United Airlines CEO

initially blamed FAA understaffing as the root cause of hundreds of cancellations, however

United States Secretary of Transportation The United States secretary of transportation is the head of the United States Department of Transportation. The secretary serves as the principal advisor to the president of the United States on all matters relating to transportation. The secre ...

Pete Buttigieg Peter Paul Montgomery Buttigieg ( ; ; Sometimes pronounced or , but not by Buttigieg himself. born January 19, 1982) is an American politician and former military officer who is currently serving as the United States secretary of transp ...

pushed back on these claims citing industry funded research.

References

Bibliography

* * * * *

External links

*
''Hemispheres'' inflight magazine
*
UAL.com Official website archive

BBB Profile
{{Authority control 1926 establishments in Idaho Airlines based in Illinois Airlines established in 1926 Airlines for America members American companies established in 1926 Companies based in Chicago Companies that filed for Chapter 11 bankruptcy in 2002 Star Alliance