A United 787-9 touching down at Paine Field – Photo: Bernie Leighton | AirlineReporter
We’ve all seen the statistic; Airlines For America (a U.S. airline trade organization) is predicting 2.4 million passengers per day this summer in the 91-day period between June 1st of this year and August 31st. 332,000 of those enplanements are going to be international. Obscene!
Great for the industry. Yes. But be careful what you wish for.
At least, if you happen to be United Airlines. Things do not seem to be matching up with their peers over there? What’s going wrong?
Let’s start with the most recent on-time statistics for United for the month of June. 42% of flights in the United system departed without any delay. Amazing! Especially when their internal goal was 52%. Again, all this is fine in a vacuum- there are things like bad weather, known unknowns, and the like; except it trails its two largest competitors by a large margin.
Delta’s on-time performance for June was 66%, American’s was ~60%, and even Southwest was 53%. This is, of course, last month’s data. This month’s will have the blip of United’s router failure that knocked every flight into at least a two-hour delay on July 8.
Updating the gate area means seating that can be enjoyed by everyone – Photo: United
On my recent trip to Chicago with United to experience their new United Club cuisine, we were shown something that the airline had been working on. Something that would have been obvious to so many, but that not so much to others. United has been working on many different ways to improve their boarding experience.
We have all had a bad boarding experience. A delayed flight, people massing at the gates (gate lice), no order at all, bad communication, and confusion. Airlines all board aircraft in different fashions, and each airline has someone (or a team) of people, who are consistently re-evaluating how the boarding process can efficient. Some new methods work well, others are silently stopped and never spoken about again.
But what is sometimes forgotten about in the boarding process is what that gate area looks like, how it is handled, and how passengers actually feel about it. United has decided to take a look at all of these factors and decided on trying a new boarding experience — one where even passengers had some role in the decision-making process.
Afternoon offerings include hot soup, artisinal bread along with Hummus, crackers and other more refined snack options – Photo: Mal Muir | AirlineReporter
Domestic airline lounges in the USA do not have the best reputation. A place to get a drink and sit out your flight delay in a dark, cigar lounge atmosphere? United does not like that thought, and they have decided to do something about it.
At first they started renovating their clubs, bringing them up to a new standard. Now they have come into the second phase, and are going to be updating the food and snacks on offer. For many frequent fliers, this should be a welcomed change.
The entry way to United Club in Terminal 2 at O’Hare – Photo: United
I have been through my fair share of United Clubs. I have been a Star Alliance Gold member for years, and like many of you, I am inherently familiar with Goldfish crackers, Tillamook cheese, and yogurt (or chocolate) covered pretzels/raisins. I have had my binge sessions while waiting out a delayed flight snacking on those things while powering my devices.
Considering that an annual club membership could run you as much as $500 a year, the meager snack offerings don’t seem all that great. Those days are now going to be history. United has decided to follow the feedback of their guests, and also a similar trend among their competitors, to offer something a little bit more substantial, even palatable.
Exploring the Forbidden City in Beijing – Photo: David Delagarza | AirlineReporter
Back in April, I wrote about taking my nine-month-old on a series of long-haul flights to New Zealand. I concluded that piece with the rather ominous sentence, “Toddlerhood is just around the corner, and I know that won’t be the same experience.” As it turns out, truer words were never spoken.
The genesis of this trip was a Twitter post from one of the airfare alert websites: Denver to Beijing on United Airlines. Cheap. Very Cheap. Heck, the miles alone were worth a substantial portion of the ticket – not to mention this trip would push me up to elite status with United. My wife and I had been considering visiting China to see some friends, but we hadn’t seriously thought about going this year. The availability of cheap tickets over Labor Day made us reconsider. Some quick discussions and a few clicks later it was settled – we were going to China for a week at the end of August. Does anyone else get that pit of the stomach feeling when buying plane tickets for a big trip?
A United Boeing 777 – Photo: Al@fh | Flickr CC
The next decision to be made was whether to bring our fifteen-month-old son with us. Conventional wisdom seems to be that fifteen months is just about the worst possible age to fly – they are too old to sit still, but too young to pacify with electronics. AirlineReporter Associate Editor and fellow father Blaine Nickeson’s exact words were, ’œIt would be AWFUL. I’d strongly recommend against it.’ Other friends told me horror stories of their young toddlers on much shorter domestic flights. No one that I talked to had ever even considered taking their children of that age on long-haul international flights. I myself was firmly set against taking my son along. I’m still not sure how she did it, but my wife talked me into taking him with us. Here we go. Again.
It finally happened – one of my greatest traveling fears – I lost my wallet in a foreign country.
Maybe it was the sleep deprivation after more than 20 hours en route, maybe it was the chaos of wrestling with my squirmy 15-month-old, or maybe I’m just that absentminded, but I somehow managed to leave my wallet on the plane after a 14-hour flight from Washington Dulles to Beijing.
I realized it when we were at the baggage claim – far too late to turn around and go back to the gate. Before we left the airport, I contacted United’s baggage services, which had someone check around my seat on the plane for the wallet, without success. I also filed a claim with the airport’s lost and found. But I left the airport that day thinking it was gone forever. What a pain.
