United introduce better boarding process

The carrier will provide its passengers with more space at the gate, less time waiting in line and improved boarding information

United Airlines have announced major changes to their boarding process. Passengers flying with the American carrier can look forward to having more space at the gate, less time waiting in line and improved boarding information.

In a statement published on Tuesday, the carrier claimed that they had listened to customers’ feedback and aim to provide passengers with a less stressful environment.

“The boarding process was one of the top areas customers told us they wanted improved,” said Sarah Murphy, vice president of Global Operations Strategy, Planning and Design at United.

“We listened to customers and employees as we tested a variety of processes on thousands of flights until we found a better boarding process that results in less time spent waiting in lines, improved communication and a better way to recognise our Premier customers while balancing out the number of passengers in each boarding group.”

The improvements start with reducing the number of boarding lanes from five to two, giving customers added space, more time to relax and less time spent in line. With more time, passengers can enjoy a nearby United Club or lounge or airport restaurants and shops before their flight, United say.

Passengers will have more space at the gate, less time waiting in the line and improved boarding information — United Airlines
Passengers will have more space at the gate, less time waiting in the line and improved boarding information — United Airlines

Passengers will also receive a new alert when boarding has begun for their flight through a United app, making it easier to know when to make their way to the gate. In the future, the carrier will expand these notifications to text messages. Digital displays in the gate area will also keep customers informed with updated helpful boarding information.

United started testing a variety of boarding concepts in the autumn of 2017. As the feedback from customers and employees who experienced the better boarding process was mostly positive, the carrier started to implement the changes at all gates at Los Angeles International Airport in February.

From 18 September, the better boarding has been launched at over 1,000 gates across the globe.