



United passengers will soon have access to virtual, on demand customer service at the airline’s hubs, giving people an easy, contact-free option to get real-time information and support. Customers can access “Agent on Demand” on any mobile device to call, text or video chat live with an agent and get answers onย everything from seat assignments to boarding times. Agent on Demand is currently available at Chicago O’Hare andย Houston’sย George Bush International Airports and is rolling out to United’s hubs by end of year.

(PRNewsfoto/United Airlines)
Here’s how it works:
Customers can scan a QR code displayed on signage throughout United’s hub airports, or access the platform through self-service kiosks at select gate areas at Chicago O’Hare and Denver International Airports. From there, customers will be connected to an agent by phone, chat or video, based on their preference. Customers can ask any question they would typically direct to a gate agent, including questions on seat assignments, upgrades, standby list, flight status, rebooking and more. Agent on Demand provides an extra level of convenience to customers, who can now easily connect with an agent while anywhere in the airport instead of waiting in a line at the gate. Additionally, translation functionality is integrated in the chat function allowing customers to communicate with agents in more than 100 languages. Customers can type in their preferred language and the messages will be automatically transcribed in English for the agents and in the selected language for the customer.
United was the first airline to debut this technology, which allows a variety of United agents to respond to inquiries, giving gate agents more time to provide caring service to customers, and complete other critical pre-departure tasks.
Agent on Demand is the latest of many new technologies the airline has introduced to create a safer and more seamless experience for customers. United recentlyย redesigned its mobile appย with new enhancements intended to make travel easier for people with visual disabilities, introducedย text alerts for passengers on standby and upgrade lists to reduce person-to-person interaction, and debuted aย new chat functionย to give customers a contactless option to receive immediate access to information about cleaning and safety procedures.
A safer travel experience: United CleanPlusSM
Since the start of the pandemic, United has been a leader in enacting new policies and innovations designed to keep employees and passengers safer when traveling. It was the first U.S. airline to mandate masks for flight attendants, quickly following with all customers and employees. United was also among the first U.S. carriers to announce it wouldn’t permit customers who refused to comply with the airline’s mandatory mask policy to fly with them while the face mask policy is in place. United was also the first U.S. airline to roll out touchless check-in for customers with bags, and the first to require passengers take an online health assessment before traveling. United is applying Zoono Microbe Shield, an EPA-registered antimicrobial coating that forms a long-lasting bond with surfaces and inhibits the growth of microbes, to its entire mainline and express fleet before the end of the year.
The latest research, including a recent study conducted by the U.S. Department of Defense, shows COVID-19 exposure risk on board United aircraft is almost zero due to the airline’s advanced air filtration systems, mandated mask policy and diligent cleaning protocols.

United Airlines Holdings, Inc., together with its consolidated subsidiaries, has announced that its Board of Directors has unanimously adopted a tax benefits preservation plan (the Plan) to preserve and protect the Company’s ability to use its large net operating loss carry forwards (NOLs) and other tax assets under Section 382 of the Internal Revenue Code (the Code). The Plan is similar to plans adopted by other companies with significant NOLs.
As of Sept.30, 2020, UAL reported consolidated federal NOLs of approximatelyย $8.2 billion. These NOLs, which have increased significantly in recent months, are available to reduce the Company’s future federal income tax expense and represent significant value to the Company. The purpose of the Plan is to protect the Company’s ability to use these tax assets, which would be substantially limited if the Company experienced an “ownership change” within the meaning of Sectionย 382 of the Code. Generally, an “ownership change” occurs if the percentage of UAL’s stock owned by one or more of its “5-percent shareholders” (as such term is defined in Section 382 of the Code) increases by more than 50 percentage points over a rolling three-year period.
In light of the volatility and decline in the market price of UAL’s common stock resulting from the sharp decline in demand for air travel caused by the COVID-19 pandemic and other macroeconomic factors and in light of potential transactions involving the sale or issuance of UAL common stock, UAL’s Board of Directors determined to adopt the Plan to prevent an inadvertent impairment of the Company’s NOLs.
Pursuant to the Plan, UAL will issue, by means of a dividend, one preferred share purchase right for each outstanding share of UAL common stock to stockholders of record at the close of business onย December 14, 2020. Stockholders are not required to take any action to receive the rights. Initially, these rights will not be exercisable and will trade with, and be represented by, the shares of UAL common stock.
UAL intends to submit the Plan to a vote of its stockholders at its 2021 annual meeting.ย The Plan will expire on the first business day following the certification of the voting results for UAL’s 2021 annual meeting, unless UAL’s stockholders ratify the Plan at such meeting, in which case the Plan will continue in effect untilย Dec. 4, 2023, unless terminated earlier in accordance with its terms.
Under the Plan, the rights generally become exercisable only if a person or group (an “acquiring person”) acquires beneficial ownership of 4.9% or more of the outstanding shares of UAL common stock in a transaction not approved by the Board. In that situation, each holder of a right (other than the acquiring person, whose rights will become void and will not be exercisable) will be entitled to purchase, at the then-current exercise price, additional shares of UAL common stock at a 50% discount. The Board, at its option, may exchange each right (other than rights owned by the acquiring person that have become void) in whole or in part, at an exchange ratio of one share of UAL common stock per outstanding right, subject to adjustment. Except as provided in the Plan, the Board is entitled to redeem the rights atย $0.001ย per right.
If a person or group beneficially owns 4.9% or more of the outstanding shares of UAL common stock prior to today’s announcement of the Plan, then that person’s or group’s existing ownership percentage will be grandfathered. However, grandfathered shareholders will generally not be permitted to acquire any additional shares.
Additional information regarding the Plan will be contained in a Current Report on Form 8-K to be filed by UAL with the U.S. Securities and Exchange Commission.
Sidley Austin LLP is acting as legal counsel to UAL.

United announced today it is expanding its customer COVID-19 testing effortsย to include flights out of Houston to select destinations in Latin America and the Caribbean. Starting for flights departing on December 7, customers originating from George Bush Intercontinental Airport (IAH) will have the option to take a self-collected, mail-in test that meets local entry requirements for the following destinations, allowing them to reunite with family or start their vacation immediately:
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“Widespread testing is key to unlocking international borders and safely reopening global travel. This is particularly important for our customers in Houston, who rely on United to keep them connected with their family and friends in Latin America and the Caribbean,” said Toby Enqvist, chief customer officer for United. “We’ll continue to lead the way on testing โ United was the first to announce a customer COVID-19 testing program and the first to offer free tests on flights across the Atlantic โ and we’ll look at new, innovative ways to make the travel experience even safer.”

The self-collected, mail-in COVID-19 test is $119. The test will be administered by Advanced Diagnostic Laboratoryย (ADL) and processed at their COVID-19 testing laboratory in San Antonio, Texas. United will reach out to customers 14 days ahead of their flights to provide instructions on ordering a test and the testing process. United encourages customers to research the local requirements for further questions specific to their destination. Customers are advised to take the tests 72 hours before departure and should expect to receive results via email within 24-48 hours of mailing in their test.

“As the energy capital of the world and most diverse city in the United States, Houston plays an influential role in linking global economies,” said Sylvester Turner, City of Houston mayor. “As we fight against a second wave of the coronavirus, the private and public sectors, with guidance from public health experts, must work collaboratively and judiciously to reopen the global economy. Although a vaccine would be the ultimate solution, United’s expansion of its customer testing program is a step in the right direction. I commend United for their leadership and forward-thinking.”

ADL’s self-collection kit includes a plastic tube, a nasal swab and instructions on how to properly collect a specimen. ADL’s telehealth system will be available to support customers traveling to countries that require a health care professional to supervise the COVID-19 test. United has worked closely with officials in each country to ensure that any customer โ both visitors and nationals returning home โ who tests negative will be able to enter the country.

“Accurate and reliable testing is not only critical to reducing the spread of COVID-19, but essential in helping get this virus under control,” said Stan Crawford, chief operations officer for ADL. “We are invested in United’s commitment to ensuring customers not only meet their destination’s entry requirements but that, when they do travel, they do so in a way that is safer.”
United Airlines aircraft photo gallery:

United customers traveling on flight 14 from Newark Liberty International Airport (EWR) to London Heathrow (LHR) on November 16 were the first to experience the airline’s free transatlantic COVID-19 testing pilot program. The airline provided rapid tests to every passenger over 2 years old and all crew members on board, free of charge, guaranteeing everyone* on the flight tested negative prior to departure.
“These flights are a good proof-of-concept for governments around the world that are considering making testing part of the travel experience,” said Toby Enqvist, chief customer officer for United. “Expanding our testing efforts with pilot programs like this one not only helps guarantee passengers* onboard test negative for COVID-19, it also adds another element to our layered approach to safety and demonstrates a way to work within quarantines to key international destinations.”
The rapid Abbott ID Now COVID-19 test โ administered by Premise Healthย โ was offered onsite at a testing facility, located at the Newark United Club near Gate C93. The test will continue to be used with passengers traveling on United Flight 14, departing at 7:15 p.m., Mondays, Wednesdays and Fridays for the next four weeks. Customers booking these flights will have the option to confirm their willingness to participate in the trial or be accommodated on another flight. Customers who opt-in will receive information prior to travel in order to schedule a testing appointment at least three hours before their flight departs. All customers are still subject to current U.K. entry requirements, including the 14-day quarantine rule. For more information on the testing program, please visit united.com/covid-testing.

United has invited governments on both sides of the Atlantic to observe this pilot program and to assess its effectiveness as an alternative to mandatory quarantines and travel restrictions. United has seen a positive impact on travel demand and significant increases in customer load factors as well as revenue when testing options are available.
Before the pandemic, United operated six daily flights betweenย Newark and London Heathrow on a 767-300ER (76L), offering not only the most frequency among U.S. carriers, but also the most business class and Premium Economy seats.
Since the start of the pandemic, United has been a leader among U.S. airlines in enacting new policies and innovations designed to keep employees and passengers safe when traveling. It was the first U.S. airline to mandate masks for flight attendants, quickly followed by all customers and employees. United was also among the first U.S. carriers to announce it would not permit customers who refused to comply with the airline’s mandatory mask policy to fly with them, while the face mask policy is in place. United was also the first U.S. airline to roll out touchless check-in for customers with bags and the first to require passengers to take an online health self-assessment before traveling. Additionally, last month, the airline announced it will apply Zoono Microbe Shield, an EPA registered antimicrobial coating that forms a long-lasting bond with surfaces and inhibits the growth of microbes, to its entire mainline and express fleet before the end of the year.
For more details on all the ways United is helping to keep customers safe during their journey, please visit united.com/cleanplus.
* Indicates all customers over 2 years of age
Video:

United Airlines made this announcement:
As part of the United CleanPlusย commitment to enhancing safety for travelers both onboard and at the airport, United Airlines is now using the Cloroxยฎ Total 360ยฎ System to disinfect terminals at 35 of the airline’s busiest airports. This electrostatic spraying system is similar to the electrostatic spraying technology used onboard aircraft and will be used to spray surfaces in ticketing lobbies, terminals, gate rooms, employee spaces and United Club locations. The disinfecting solution is EPA-approved to kill SARS-CoV-2, the virus that causes COVID-19. Through its United CleanPlus program, United has been working closely with Clorox and the Cleveland Clinic since early May to consult on all its cleaning and disinfection protocols. The airline currently uses Clorox Disinfection Wipes on all mainline aircraft and in United Club locations.
The Cloroxยฎ Total 360ยฎ System charges and atomizes the Clorox disinfecting solutions to deliver a powerful flow of charged particles that attract to surfaces with a force stronger than gravity. This allows the product to reach and uniformly coat germ-prone surfaces, including areas that conventional trigger sprays may easily miss. United expects all 35 airports will be using the systems every night beginning in early December and plans to expand to additional airports in early 2021.
The Cloroxยฎ Total 360ยฎ System charges and atomizes the Clorox disinfecting solutions to deliver a powerful flow of charged particles that attract to surfaces with a force stronger than gravity. This allows the product to reach and uniformly coat germ-prone surfaces, including areas that conventional trigger sprays may easily miss. United expects all 35 airports will be using the systems every night beginning in early December and plans to expand to additional airports in early 2021.

Using Clorox products is only one of the ways United is working to enhance customer safety in its airports. The carrier is also providing antimicrobial gloves to Ramp and Baggage Service employees to offer an additional protection layer against SARS-CoV-2, the virus that causes COVID-19. Every ramp and baggage service employee will receive a pair of washable, reusable gloves that are effective for up to six months. Additional measures United has taken since the start of the pandemic to create a safer environment in its airports include:
Effective February of next year, United will serve both JFK to Los Angeles International Airport (LAX) and JFK to San Francisco International Airport (SFO) with two round-trips for each west coast city. The flights will utilize the reconfigured Boeing 767-300ER aircraft on the routes offering customers an extended premium cabin featuring 16 additional United Business class seats โproviding all-aisle-access seating โ bringing the total premium cabin seat count to 46. The aircraft will also feature 22 United Premium Plusยฎ seats, 47 Economy Plusยฎ seats and 52 Economy seats. United offers the most premium seats between the New York City area and Los Angeles and San Francisco markets.
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United service from JFK* |
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Flight |
Depart |
Time |
Arrive |
Time |
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UA 521 UA 523 |
JFK |
8:00 a.m. 5:10 p.m. |
San Francisco |
11:37 a.m. 8:47 p.m. |
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UA 515 UA 517 |
JFK |
9:00 a.m. |
Los Angeles |
12:29 p.m. 10:29 p.m. |
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United service from West Coast* |
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Flight |
Depart |
Time |
Arrive |
Time |
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UA 520 UA 522 |
San Francisco |
9:10 a.m. 1:30 p.m. |
JFK |
5:40 p.m. 10:00 p.m. |
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UA 514 UA 516 |
Los Angeles |
7:30 a.m. 2:30 p.m. |
JFK |
3:50 p.m. 10:50 p.m. |
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*Schedule times subject to change/government approval |
“We know that for many customers, this holiday season may be their first time back on a plane since the start of the pandemic, and we’re committed to helping provide flexibility and a safer, clean, travel experience,” said Ankit Gupta, United’s vice president of Network Planning and Scheduling. “While this holiday travel season looks quite different than recent years, we’re continuing to follow the same playbook we have all year long โ watching the data and adding more flights, adjusting schedules and leveraging larger aircraft to give customers more ways to reunite with family or reach their destinations.”
In December, the airline expects to see a similar travel pattern with customers booking holiday vacations closer to departure opting for warmer weather and ski destinations in the United States, the Caribbean and Mexico. Popular destinations include cities in Florida, Hawaii, Colorado, Montana, Costa Rica, Mexico, Puerto Rico and the Dominican Republic. United expects to fly 48% of its overall schedule in December compared to 2019, adding more than 140 daily flights and increasing capacity on more than 350 routes.

December Domestic Schedule Highlights
In December, United intends to fly 52% of its domestic schedule compared to December 2019, which is a 3-point increase compared to November 2020.
One of the biggest changes holiday travelers may notice this year are additional flights on peak travel days from United’s Chicago, Denver, Houston and Washington Dulles gateways. The airline is adding more departures to provide customers with more options to get to their destination this holiday season. With these changes, United expects to operate more than 200 additional departures on peak days during the holiday period. Highlights of United’s December schedule include:

December International Schedule Highlights
In December, United intends to fly 43% of its international schedule compared to December 2019, which is a 4-point increase compared to November 2020. The airline is seeing an increase in demand to beach destinations internationally as well, specifically to Central America, Mexico and the Caribbean. December international schedule highlights include:
Studies show COVID-19 exposure risk is minimal when air filtration systems and masks are in use. The latest research demonstrates that United’s aircraft are among the safest of public indoor environments. A recent study conducted by the U.S. Department of Defense (DOD) revealed the risk of COVID-19 exposure on board aircraft is almost zero due to United’s advanced air filtration systems, required mask-wearing and the airline’s diligent cleaning protocols.
United Airlines aircraft photo gallery:

United Airlines today announced the world’s first free transatlantic COVID-19 testing pilot program for customers. From November 16 through December 11, the airline will offer rapid tests to every passenger over 2 years old and crew members on board select flights from Newark Liberty International Airport (EWR) to London Heathrow (LHR), free of charge. Anyone who does not wish to be tested will be placed on another flight, guaranteeing everyone on board other than children under two will have tested negative before departure.
United will share customer feedback of this pilot with governments on both sides of the Atlantic to further demonstrate the effectiveness of these programs as an alternative to mandatory quarantines or duplicative travel restrictions. United has seen a positive impact on travel demand and significant increases in customer load factors and revenue when testing options are available.
United will collaborate with Premise Health, who will administer the rapid testing pilot program for the EWR-LHR flight. The test will be given to passengers traveling on United Flight 14, departing at 7:15 p.m., Mondays, Wednesdays and Fridays. Appointments for the test are required, and customers are advised to schedule their tests at least three hours before their flight. An on-site testing facility will be located at the Newark United Club near Gate C93.
Before the pandemic, United operated six daily flights between New York/Newark and London on a 767-300ER (76L), offering not only the most frequency among U.S. carriers but also the most business class and Premium Economy seats.
United was the first airline to announce optional pre-flight COVID-19 testing for customers. Earlier this month, the airline started offering customersย traveling from San Francisco International Airport to Hawaii the option to take a same-day, pre-flight rapid test at the airport or a conveniently located drive-through test, for a fee. The program allows customers with a negative result to bypass Hawaii’s mandatory quarantine requirements and enjoy their time on the islands sooner.ย In the first 10 days, October 15 โ 25, the San Francisco to Hawaii flights have seen a nearly 95% increase in passengers compared to the prior two-week period. United believes these positive trends illustrate a strong and pent-up demand for travel, customers’ willingness to use pre-flight COVID-19 testing and the importance of these programs as a means of opening borders.
And just last week, United participated in a successful test program betweenย Newarkย and London of CommonPass, a digital health pass, aimed at enabling safer travel and the reopening of international borders. Customers who chose to participate in the program were able to seamlessly provide their COVID-19 test results to relevant governments.
Since the start of the pandemic, United has been a leader among U.S. airlines in enacting new policies and innovations designed to keep employees and passengers safer when traveling. It was the first U.S. airline to mandate masks for flight attendants, quickly following with all customers and employees. United was also among the first U.S. carriers to announce it would not permit customers who refused to comply with the airline’s mandatory mask policy to fly with them while the face mask policy is in place. United was also the first U.S. airline to roll out touchless check-in for customers with bags and the first to require passengers to take an online health assessment before traveling. And last month, the airline announced it will apply Zoono Microbe Shield, an EPA registered antimicrobial coating that forms a long-lasting bond with surfaces and inhibits the growth of microbes, to its entire mainline and express fleet before the end of the year.

Images: United Airlines.
Adding service to seven beach destinations in Mexico
This winter, United is also adding more flights to some of Mexico’s most popular beach destinations including Cancun, San Jose del Cabo and Puerto Vallarta and is adding more weekend service to Cozumel from Chicago, Denver and Houston.
Increasing service between Washington and the Caribbean
Beginning, December 17, United will start daily, year-round service between Washington-Dulles and Santo Domingo, Dominican Republic. From Washington, United offers nonstop service to 10 Caribbean destinations for the winter season including daily service to Punta Cana, Grand Cayman, Nassau, Montego Bay, Aruba, Turks and Caicos and San Juan, as well as weekend service to St. Thomas and St. Maarten. In addition to its extensive Caribbean network from Washington, United also serves Cancun, Mexico and San Jose, Costa Rica.
Connecting Denver to more Latin American destinations
Denver-area travelers now have more nonstop opportunities to get to Latin America than ever before. With its new service to Belize and San Jose, United now offers nonstop service to eight destinations in Latin America from Denver.
More options for West Coast customers to Central America
This winter, United will start brand-new nonstop flights connecting the Western U.S. with two popular leisure destinations in Costa Rica, enabling the airline to offer new options for customers planning travel to Central America.
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