12 APRIL 2017 • 11:37AM
United Airlines is facing a barrage of criticism for dragging a paying passenger off a flight to make room for its own staff - but we’d wager that the majority of UK travellers have no experience of flying with them. So here’s a little introduction to the world’s third largest airline.
1. It earns more from extra charges than any other airline
According to an annual report by Idea Works, an aviation industry analyst, United collected the most in "ancillary" revenue (defined as everything not included in the airfare) in 2015: a whopping $6.2bn (£4.8bn), followed by American $4.7bn (£3.6bn) and Delta $3.8bn (£2.9bn). Ryanair, despite recent efforts to upgrade its reputation for extra charges, comes sixth, with $1.7bn (£1.3bn), while easyJet, with $1.46 (£1.09bn), is eighth.
2. It’s no stranger to criticism - and charges passengers to use overhead lockers
Last year United sparked anger by launching a new “basic economy” fare. Those who opt for the cheapest ticket are allowed to travel with a single small item of luggage, measuring no more than 9” x 10” x 17” (23cm x 25cm x 43cm), but they must place it under a seat and not in the overhead bins. United claims the move does not amount to a new fee. Those who want to stow their hand luggage overhead can still do so if they choose the standard economy fare, it says.
But those who choose the cheapest fare are unlikely to make any savings. According to Reuters, basic economy fares are “comparable to low fares it now charges for the economy cabin, but with more restrictions”.
3. And its customer service department is known to make a hash of things
Back in 2014 United delivered what might be the least sincere apology letter of all time. “Dear (CUSTOMER NAME),” it began, with staff having forgotten to fill in the case fields. “Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees. To encourage you to fly with us again and as a tangible means of acknowledging your disappointment, enclosed is (SPECIFIC ITEM).
“(CUSTOMER NAME), I ask that you allow us another opportunity to serve you, as we consider it our privilege to have you aboard.”
Later that year it was at it again, sending an email apology to Chris Chmura, a US passenger, but referring to him as “Mr Human” on three occasions.
“Dear Mr Human. Thank you for contacting us at United Airlines, Customer Care Department,” it began, before adding, rather ironically: “Mr Human, your email clearly expresses your disappointment and I would like to extend a sincere apology…”
4. A song was written about them
Dave Carroll, a Canadian musician, wrote a protest song in 2008 called “United Breaks Guitars”. You can guess what inspired it.
5. It hired the world’s first female flight attendant
While traditionally considered a role for women, the first flight attendants were all male. The first "stewardess" was hired by America’s United Airlines in 1930 and soon female flight attendants, or "air hostesses", became the norm.
Flight attendants were once only male CREDIT: GETTY
6. Beards are frowned upon
In its physical requirements for cabin crew, United takes a strong stance on facial hair, saying "trendy facial hair styles are not permitted (e.g. small patch of hair growing below lower lip)" and "mustaches may not extend more than ¼ inch below the sides of the mouth". It also outlines that finger nails "may be no longer than ½ inch measured from the fingertip and should be even in length and shape".
7. It’s big
United is the third largest airline on the planet by several measures, including revenue ($36.5bn) and fleet size (a whopping 738 aircraft). It is also the third most valuable aviation brand name, according to a recent report.
8. And has a UK presence
United flies to 78 domestic destinations and 108 overseas, including Birmingham, Edinburgh, Glasgow, London (Heathrow) and Manchester. It previously flew to Belfast and Newcastle.
9. It’s as good as Ryanair
Skytrax, the aviation ratings website, gives United three stars out of five, along with 106 other airlines, including Ryanair, easyJet, WOW, Wizz, Norwegian, Thomas Cook, Monarch, Jet2 and American. Nine carriers (ANA, Asiana, Cathay Pacific, Etihad, EVA Air, Garuda Indonesia, Hainan Airlines, Qatar Airways and Singapore Airlines) boast five stars and there are 40 with four.
10. And has a novel way of boarding
Research suggests that it is around 35 per cent quicker when passengers board a plane according to column, rather than row number. Those with a window seat should go first, followed by those in the middle and, finally, those in the aisle. It has been dubbed the “WilMA” method – window, middle, aisle – and United is one of the few carriers to have embraced its. It asks passengers with window seats to board first (once premium customers and families have taken their seats).
Most airlines board their planes all wrong CREDIT: © IMAGE SOURCE PLUS / ALAMY STOCK PHOTO/IMAGE SOURCE PLUS / ALAMY STOCK PHOTO
11. More than 1,000 United passengers have died in plane crashes
On a rather sombre note, the Aircraft Crashes Record Office reports that 1,211 have died in United crashes since it was founded in the Thirties, the fifth most of any airline. Topping the all-time list is Aeroflot, with 8,231 deaths; Air France is next with 1,783, followed by Pan Am (1,645) and American (1,442).
12. But it’s now one of the safest carriers on Earth
AirlineRatings.com, an independent plane safety and product rating website, includes United in its list of the world’s 20 safest airlines.
13. It’s old
Founded on April 6, 1926 as Varney Air Lines, United took its current moniker in 1931.
14. Its first transatlantic flights took 20 hours
Using a Boeing 247, United was able to conquer the Atlantic in 20 hours by 1933 - far faster than its rivals.
15. It pioneered the use of flight simulators
United paid $3m for the first modern flight simulator with visual, sound and motion cues for training pilots. Before long all major airlines were doing likewise.
United's training methods have been cutting edge for decades CREDIT: MIRKO - FOTOLIA
16. Boeing is its best mate
William Boeing ran United until 1934, when legislation barred aircraft manufacturers and airlines from common ownership. But the firm’s close links never stopped - United was the launch customer for modern Boeing aircraft, including the 767 (1982) and the 777 (1995).
17. Its slogan looks a little ironic right now
"Fly the Friendly Skies" was introduced in 1965.
18. The views are great from its HQ
The Willis Tower, 442 metres above Chicago, is where United’s honchos call home. It’s also a sponsor of six of Chicago's seven professional sports teams — the Bears, Blackhawks, Bulls, Fire, Sky and White Sox.
United's home city
19. It has nine hubs
In addition to Chicago, they are Houston, Newark, Denver, San Francisco, Washington DC, Los Angeles, Tokyo and - rather surprisingly - Guam.
20. But doesn’t fly to Africa
Services to Accra and Lagos (both launched in 2010) were scrapped in 2012 and 2016, respectively.
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