The feedback from customers and employees was clear: we needed to improve our boarding process. As part of our ongoing efforts to put customers at the center of everything we do, we identified boarding as an opportunity to improve the airport experience.

We tested a variety of different boarding processes on thousands of flights across multiple airports. Best practices emerged from each test, and combined, they now form what we are calling “Better Boarding“.

Better Boarding consists of three key improvements

Less time in line:

By reducing the number of boarding lanes, there is more space for customers to enjoy the gate areas, many of which have been completely remodel with more comfortable seating and in some airports, the ability to have food and drinks from within the airport delivered directly to the gate area.

Over the years, we have invested millions of dollars in our terminals, and now with less time spent standing in line, customers will have more time to dine, shop, relax, work or enjoy a United Club℠

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© Illustration United

Better information:

We are providing customers with more information throughout the boarding process so that they feel more at ease, and more equipped with the latest information about their flight. Customers with the United app can receive a push notification once their flight starts boarding.

Customers will only receive the notification if they’ve opted in for push notifications and have a mobile boarding pass in the app’s wallet.

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© Illustration United

Balanced groups and better recognition:

United MileagePlus® Premier 1K® customers will now pre-board and United MileagePlus Premier Gold customers will be boarding in Group 1. For more information on our boarding groups, visit: www.united.com/web/en-us/content/travel/airport/boarding-process.aspx

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© Illustration United

The new Better Boarding process is just one of the steps we are taking to improve the customer experience. We will continue to collect feedback from customers on ways we can further improve boarding and you may receive a post-travel survey to tell us more about your experience