UAL Corporation, the holding company whose primary subsidiary is United
Airlines, today reported that it exceeded first-quarter customer service
and operations goals, resulting in a cash reward for employees under
United’s new Success Sharing program. United employees received their first payment today for helping the
company exceed its business goals. Specifically, United exceeded the goals
of the program for on-time departures and definite intent to repurchase, a
customer service metric.
“As we restructure our company, we are also changing the way we do
business, raising the bar on performance and accountability,” said Glenn
Tilton, United chairman, president and chief executive officer. “I want to
congratulate all our employees for their hard work and the shared focus on
our customers that enable us to compete as a stronger, more competitive
company. When we achieve our business goals, our employees, our company
and our customers all win.”
Tilton said United recorded some of the company’s highest-ever customer
satisfaction ratings during the first quarter, despite poor winter weather.
The company launched, with the support of its unions, Success Sharing
beginning in 2004 to reward employees for strong performance. The program
marks the first time that the majority of the company’s employees
participate in an incentive program. It ties rewards to a set of common
operating and financial measures that employees impact every day, both as
individuals and as team members.