A Message to Our Customers

In the air and on the ground, online and on the telephone, our customers have the right to expect — to demand — respect, courtesy, fairness and honesty from the airline they have selected for travel.

At United, the only acceptable customer experience is one in which you arrive at your intended destination safely, comfortably and on time. When events and obstacles beyond our control, such as severe weather or Air Traffic Control delays, prohibit us from achieving this standard, we strive to minimize customer inconvenience however possible.

Our 12-point Customer Commitment, or customer service plan, outlines the ways in which we strive to keep our customers feeling relaxed, respected and rewarded both during and outside of normal flight operations.

Our Customer Commitment is a living document that is reviewed frequently and updated regularly to ensure it remains current, relevant and compelling.

In each interaction with our valued customers, our sincere promise is to: