United ‘customer-centric’ as it launches Sydney-Houston

United Airlines and Continental Airlines today revealed refinements to the visual branding for the new global airline that will result from the proposed merger of the two airlines.  The logo and livery create a more modern look, reflective of the world's leading airline.(PRNewsFoto/United Airlines and Continental Airlines, Tammy Bryngelson)

United Airlines announced direct flights from Sydney to Houston this month, launching 20 January 2018.

“As we get closer to the launch there are more initiatives, we’re always on a journey, and we’re on a journey to be a customer-centric airline,” United Airlines managing director sales Japan and Asia-Pacific Alison Epsley said.

There’s no hiding from the PR disaster of Doctor Dao being dragged off a plane earlier in the year.

“We’re a complex business. We let our polices and procedures get in the way of the customer,” Epsley conceded.

“We’ve changed that with ten commitments of change to make sure that doesn’t happen again,” Epsley said.

“Since then, the number of passengers who have been denied boarding has reduced by over 80% so the actions we’ve put in place have happened. They involve technology, they involve looking ahead to situations such as bad weather or change of aircraft.”

“We are using technology to look at loads, and the second important piece is empowering our employees to make the right decisions,” Epsley said.

Houston is the fourth largest city in the United States and is one of United’s main hubs.

The Sydney departure to Houston will arrive in New York for 16:15, the earliest arrival into New York when going via Houston and faster than LA.

As for southern destinations, travellers can reach Memphis for 1:15pm. “Whether on business or pleasure you have the afternoon ahead of you,” Epsley said.

“We see ourselves competing with anyone flying the route. Competition we are very used to.”

United is determined to prove the route. “Our key focus is that this is a massive success. Nothing breeds success like success,” Epsley said.

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