How United Airlines Became “Less Awful”

Bringing back free snacks in Economy class and upgrading the coffee are central to United Airlines’ efforts to reintroduce itself to customers, reports Bloomberg Business. “More fundamentally, United is reexamining the way it boards planes.” The airline “came up with a system with only two main lanes: one for the group currently boarding and one for the group that was next. To preserve the prerogative of late-arriving priority passengers, a ‘bypass’ lane was added.”

United is also re-designing its routes, moving from “linear routing” that “maximizes the hours each aircraft is in the air full of revenue-generating customers, but bad weather at one airport can cause delays and cancellations among numerous routes.” It now uses more “out-and-back” routing and “also increased the amount of time budgeted for turning planes around.”

“Recent months have seen marked improvements in United’s performance. Its on-time and missed-connections metrics over the past few months have been the best since the merger. Its rates for mishandled baggage are also sharply down … New planes have steadily been replacing older ones. And fliers are happier: Internal customer satisfaction scores were better in 2015 than in 2014, better in the fourth quarter of 2015 than in the third, and in December were the highest in two years.”

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