United Customer Experience to a New Level

United Airlines today announced it will invest in exciting customer enhancements and new technology that will allow the airline to move forward with products benefiting its customers and further enhancing their airport and inflight experience.

These initiatives include:
Check-in Online:Ê Customers will be able to check in with a new feature, Easy Check-in Online, via the Internet at united.com.

EasyCheck-in: United will deploy additional self-service units and expand curbside check-in throughout its domestic system.

Seat Pitch Increase in United Business Class and complete installation of Economy Plus on the Boeing 777 fleet:Ê United also will complete the reconfiguration of its Boeing 777 fleet by adding Economy Plus seating on the remaining aircraft, and by increasing seat pitch from 49 inches to 55 in United Business class on the same aircraft.Ê The move will allow customers to enjoy increased legroom and comfort on the carrier’s longest routes.

“Our customers have provided us with very positive feedback regarding our Easy suite of products and we have listened,” said Doug Hacker, Executive Vice President - Strategy.Ê “More than one million customers use EasyCheck-in every month and we want to make sure this service is available to even more customers.Ê We will also offer an online check-in product that will enhance our already improved airport check-in experience.Ê Customers can now make their journey even more hassle free as they check themselves in - online using their own computer, at the office or at home - and up to an hour before their flight.


“We also continue to enhance the comfort of our fleet as we reconfigure our United Business class seats to a 55-inch pitch on our Boeing 777s,” added Hacker.Ê “We will complete the installation of Economy Plus in the rest of our Boeing 777s, to provide customers with more legroom during their trans-Atlantic and trans-Pacific flights.”

EasyCheck-in Online:

This feature will allow customers not checking baggage to check in online and go through the security checkpoint directly to the departure gate.Ê Customers with baggage may check their bags curbside with the skycap or with a customer service representative at the check-in counter.

United.com will introduce EasyCheck-in Online by the end of June and it will be easily accessible through the carrier’s homepage at united.com.

EasyCheck-in Online will be available for domestic travel on United/United Express flights for customers registered on united.com.


To date, more than one million United customers use EasyCheck-in self-service units every month to quickly check-in for a flight, choose their seat assignments and obtain their boarding pass when traveling domestically with a United electronic ticket.Ê EasyCheck-in allows airport employees to offer more personalized service in front of the ticket counter and focus on more complex transactions. EasyCheck-in also helps speed customers through the airport by issuing their boarding document in less than 60 seconds and proceed directly to a security checkpoint without having to wait in line at the check-in counter. United currently has more than 400 EasyCheck-in units in 18 locations with new stations being added through September.ÊThese new locations include: Orange County, CA; Portland, OR; San Jose, CA; Miami, FL; Honolulu, HI; Maui, HI; Philadelphia, PA; Phoenix, AZ; Orlando, FL; Dallas, TX; Atlanta, GA; Boise, ID, Indianapolis, IN; Kansas City, MO; Tampa, FL; Minneapolis, MN; Burbank, CA; Detroit, MI; Oakland, CA; Houston, TX; Omaha, NE; Hartford, CT; New Orleans, LA; Columbus, OH; Cleveland, OH; and St. Louis, MO. United also will continue expanding its EasyCheck-in Curbside to Hartford, CN; New York’s JFK and LaGuardia airports; Washington’s Reagan; Baltimore, MD; Miami, FL; Maui, HI; Honolulu, HI; Orlando, FL; Atlanta, GA; Dallas, TX; and Indianapolis, IN. United expects to complete deployment of EasyCheck-in throughout its domestic system by early 2004.

Seat Pitch Increase in United Business Class and complete installation of Economy Plus on United’s Boeing 777 Fleet:—-  United will increase United Business seat pitch to 55 inches from 49 inches and increase its seat recline from 12 inches to 14.Ê The carrier also will complete the installation of United Economy Plus seating on its Boeing 777 fleet.Ê Both projects will be complete by early 2004.ÊÊÊÊÊÊÊÊÊÊ
The new seat configurations on United’s Boeing 777 fleet will be as follows:ÊÊÊ777B “XI”: 12 First/49 Business/83 Economy Plus/114 Economy = 258 777B “XP”: 10 First/45 Business/84 Economy Plus/114 Economy = 253 In 2002, United’s employees broke 35 company records and achieved the best overall operational performance in the company’s 77-year history.Ê United Airlines finished 2002 ranked No. 1 in the industry in domestic on-time performance, according to the official U.S. Department of Transportation’s Air Travel Consumer report.Ê United operates more than 1,500 flights a day on a route network that spans the globe.Ê News releases and other information about United can be found at the company’s website at www.united.com.