United celebrates three decades in Oz with launch of all Dreamliner fleet
As it celebrates 30 years of continuous service to Australia, United Airlines continues to evolve its product offering as it prepares to upgrade all its Australian services to 787 Dreamliner aircraft next month.
The airline commenced services to Australia from the US on February 11 1986, with its first flight departing Sydney Airport on February 12.
Speaking to Travel Weekly in Sydney ahead of a media event to mark the milestone, managing director Japan and Asia Pacific sales Alison Espley underlined the immense significance of the milestone.
“It was a key time in the history of United because it transitioned the airline from a mainly domestic carrier to a truly global carrier when in 1986 we added the Pacific routes including Australia,” she said.
Now 30 years on, it will implement another major milestone. Following the launch of its Melbourne-Los Angeles service in October 2014 using new Dreamliner aircraft, the airline will upgrade its Sydney-Los Angeles and Sydney-San Francisco services from B777-200ER aircraft to Dreamliners next month.
Espley said the new aircraft had been well received on the Melbourne route.
“If I look at the customer satisfaction ratings from the Melbourne to Los Angeles flight using the Dreamliner, they are hugely encouraging, especially when it comes to putting that aircraft on the Sydney routes,” she said.
Espley highlighted the new aircraft as a “state of the art” offering with a number of benefits.
“It utilises up to 20% less fuel than other aircraft of a similar size, it emits up to 20% less carbon emissions,” she said.
“From a customer perspective in business first it has a 2-2-2 configuration which is something our customers said they wanted.”
In addition, its larger windows, bigger overhead bins for storage, roomier bathrooms and general feeling of more space are also major benefits. As is the cabin pressurisation which is believed to reduce jetlag.
“Yes, you can really feel the difference,” Espley promised.
It’s just one of a raft of changes implemented by the airline over recent years with United putting a strong focus on responding to the demands of its customers, submitted to the airline via the 8,000 plus surveys it receives each day and via face to face interactions at frequent flyer events.
The Dreamliner revolution follows a number of other significant changes on its Australian routes. These range from the addition of TV screens to its B777 aircraft in 2014, to last year’s introduction of wifi on its trans-Pacific routes and the reintroduction of its policy of two free checked bags in economy. The airline also rescheduled its Sydney flights to allow passengers to arrive in the US earlier, enabling them to connect to a larger number of connecting flights and even to arrive in New York in time for dinner.
“That’s what customers said they wanted and that’s how we’ve responded,” Espley said. But she admitted the recent changes were absolutely necessary, particularly as the route becomes increasingly competitive.
“The need for investment was there, we’ve admitted it, we’ve addressed it and we’re continuing to add new services,” she said.
Its food offering has also undergone a massive overhaul. In June last year, it reinstated free beer and wine for its economy passengers, and extended its meal services to include a three-course meal with an additional hot meals served before arrival. It also introduced the opportunity for customers to purchase snacks in between the meal services.
As an additional bonus for coffee-loving Aussies, the airline inked a global deal with Italy’s Illy Café to supply its roasted coffee both on its flights and in its lounges.
“We’ve been listening to our customers and providing seasonal food, fresh food and healthy options is a key focus,” Espley explained.
Technology is another major area that the airline is placing significant emphasis on with its aim to “empower its customers” to make changes themselves. As a result, on top of its wifi roll-out, the airline has revamped its website with a “clean and fresh” feel, enhanced its mobile app and introduced new kiosk facilities on the ground as well as power outlets both on its aircraft and it boarding areas at the airports it serves.
Is the company reaping the benefits of all these investments yet?
“I believe in 2015, we saw the momentum building of these changes,” Espley said. We were investing heavily, but we’re a very large company so it takes time for customers to see those investments and to see them on a consistent basis and in 2015 we achieved that so he momentum is building.”
In December, the airline received its highest customer satisfaction for that month in more than two years, Espley revealed.
“We’re seeing that momentum carry into 2016 as well, and we will continue to see it build.”
Getting the word out to the trade about its revamped offering has also been a major task for United, but Espley reported a warm welcome to the changes from the trade.
“We’ve been fortunate enough to have been here for 30 years and to have had those relationships for that period of time,” she said.
“The team here in Australia has worked very hard to educate and information through newsletters and through training.”
The airline has also held trivia nights in Australia for the last six years, rolling them out to regional locations such as Parramatta last year and with more to come this year.
Famil trips will also play an important part, with the airline having taken two educationals already this year.
In addition to media and consumer events to celebrate its 30th anniversary of Australian services, it will hold a major trade celebration at Sydney’s Maritime Museum on February 25 with a 1980s theme with a number of other events to follow.
“We have enjoyed tremendous working relationshops with our trade partners over the 30 years and we really appreciate the loyalty they’ve shown to us over that time so it’s wonderful that we can celebrate with them,” Espley said.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
@australia airlines alison espley aviation united usLatest News
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.
A&K offers minimum 18 weeks paid parental leave
Contrary to what the photo suggests this benefit is only applicable for humans. Back to work Mrs Jumbo.
NH Hotel Group rebrands as Minor Hotels Europe & Americas
Hang around the bends of the hotels. We imagine they will be full of a lot of branded content.
Scenic Eclipse II – the business of creating unforgettable life-changing memories
These cruise brothers from another mother offer a view of cruising on Scenic Eclipse II that is poles apart.
MSC builds new hospital ship with Mercy Ships
If you want to read a story that puts a smile on your face then this is the one for you.
“I peed on myself watching this” – Social media users squirm at Royal Caribbean’s Harmony of The Seas 55ft dive video
TW is not responsible for any involuntary actions your body might have after watching this video.
FLIGHT REVIEW: Qantas Boeing 787 Dreamliner business class
The real bonus is you're unlikely to be around screaming children. Hoorah!
Traveltek offers travel agents new rapid deploy cruise website
As always, if you have any issue with the platform, just turn it off and on again.
Experience whale watching & classical music at the Australian Festival of Chamber Music in Townsville
Disappointedly, the whales do not start singing in tune with the orchestra. Opportunity missed.
Fond, very Fond. London hotel famed for James Bond link adds ‘Classic Comforts’ lunch menu
James Bond author Ian Fleming was so fond if this hotel, it inspired the legendary phrase ‘shaken, not stirred’.
What sets Eclipse Travel apart with Africa expert Hilary Dubyk: Travel Weekly TV
If you want to know more about Africa, then Hilary Dubyk is your person.
Surge in Australians visiting Japan
Feel like all of your friends have just returned from Europe? Now it's Japan.
Seabourn announces Western Kimberley Traditional Owners as Godparents of Seabourn Pursuit
Seabourn has named Western Kimberley Traditional Owners, the Wunambal Gaambera, as Godparents of the ultra-luxury purpose-built Seabourn Pursuit. It is the first cruise line to appoint Traditional Owners as godparents of a ship. Seabourn Pursuit embarks on its inaugural season in the Kimberley region this June. The naming ceremony will take place on Seabourn Pursuit’s […]
Sydney named 17th best place to work remotely
If you struggle to get a seat within Sydney's coffee shops, you now know why.
W Melbourne grows sales team
We appreciate the thought that has gone into this team photo.
Cunard welcomes new ship Queen Anne
This might be the most impressive ship handover in ship handover history.
Intrepid Travel appoints Yvette Thompson as general manager sales & marketing ANZ
It isn't end-of-day Monday and Yvette Thompson has already nabbed herself an impressive promotion.
Anna Fawcett re-joins Global Touring in newly-created APAC role
With such an impressive CV, Global Touring is no doubt thrilled to have Fawcett back.
“We know our response has been far from perfect” – Emirates’ open letter following Dubai flooding
If you also need to write an apology letter, then this is a pretty good template.
Malolo Island Resort opens brand new Spa
Fiji’s Malolo Island has added another string to its bow – opening its $1.3 million day spa on Thursday, 18th April 2024. (Lead Image: matriarch Rosie Whitton with spa staff) Located at the edge of the resort’s luscious patch of tropical rainforest, the new “Leilani’s Spa” adds another level of elevated experiences to Malolo’s already […]
Virgin Australia’s HILARIOUS second instalment of the ‘Bring on Wonderful’ campaign
We don't use the word 'hilarious' lightly, but this is worthy of the title.
Visit Sunshine Coast reveals new brand identity
If you were looking for another reason to visit the Sunshine Coast then this is it.
Sofitel launches brand campaign starring Sex Education’s Gillian Anderson
We can confirm the content of this video is less spicy than Sex Education.
Holland America Line gives agents the chance to visit Alaska on 11-day Famil
If you've ever wanted to see a Polar Bear (and who doesn't?), now is your time.
More than 65 luxury agents gather in Sydney for Best of the Best dinner
This looks like a fabulous do. We imagine there may be a few (or maybe 65) sore heads this morning!