Travelers around the world are hopeful that 2021 will be the year they can once again fly to long-awaited destinations. To adapt to constant changes in the travel industry, protect passengers during a global pandemic, and remain commercially viable, airlines had to be as flexible and nimble as their customers—adjusting operations, revising policies and investing in new safety measures. As one of the nation’s largest carriers, United Airlines introduced a series of operational and health-focused changes designed to restore confidence in flying while continuing to innovate. Early in the COVID-19 crisis, United outlined a three-pronged approach: build and maintain liquidity, minimize cash burn, and make costs more variable.
As COVID-19 spread worldwide, United launched CleanPlus as its enhanced standard for cleanliness and hygiene for passengers and crew. In partnership with Clorox, CleanPlus uses professional-grade disinfectants on surfaces throughout the more than 360 airports where United operates, including check-in kiosks, United Club locations, gates and baggage claim areas, and on aircraft. Passengers have been given hand-sanitizing wipes at boarding, and United consults with experts from Cleveland Clinic to refine cleaning protocols as scientific understanding of the virus evolves.
United was among the earliest U.S. carriers to require face coverings, introduce touchless bag check, and require travelers to complete online health assessments before flying.
Technological investments support onboard hygiene: electrostatic sprayers disinfect entire cabins from floor to ceiling; ultraviolet C light wands sanitize high-touch surfaces such as touch-screen displays; and HEPA filtration circulates cabin air while removing up to 99.9 percent of airborne particles. United has also tested AI-driven temperature screening and crowd detection, drone-deployed UV sanitation, and onboard antimicrobial technologies to add layers of protection and speed cleaning processes.
On October 15, 2020, United became the first U.S.-based airline to introduce an optional COVID-19 testing program for passengers. For travelers on four San Francisco–to–Hawaiʻi routes, the airline offered rapid tests at San Francisco International Airport on the day of travel or a drive-through testing option at United’s San Francisco Maintenance Center 48–72 hours before departure. Passengers with negative results were exempt from Hawaiʻi’s 14-day quarantine requirement. Both testing options required advance appointments booked online.
Later in October, United took part in the first successful transatlantic trial of a digital health pass called CommonPass. The mobile app lets travelers document and share COVID-19 test results: passengers tested before departure uploaded their results to the app and scanned a QR code upon arrival at Newark Liberty International Airport. The pilot, overseen by The Commons Project and the World Economic Forum and observed by U.S. Customs and Border Protection and the Centers for Disease Control and Prevention, offered a standardized method for verifying health credentials, avoiding issues like illegible notes or language barriers.
PHOTO: © UNITED
United later expanded passenger testing to international routes. From November 16 to December 11, United provided free rapid tests for passengers and crew on tri-weekly flights between Newark Liberty and London Heathrow. Passengers who declined testing were moved to other flights to ensure cohorts of negative-tested travelers. Findings and passenger feedback from these pilot programs were shared with U.S. and U.K. authorities to help inform approaches for safely reopening travel corridors. United also observed increased demand when pre-flight testing was available.
In December 2020, with CDC support, United launched a program to collect voluntary contact information from customers on domestic and international flights. During check-in, travelers are prompted to provide contact details—such as email, phone number and an address at their destination—which can improve contact tracing and public-health communication when required.
With safety protocols in place, United resumed some routes that had been reduced or suspended. For example, non-stop service between San Francisco (SFO) and Shanghai (PVG) restarted with four weekly flights on a Boeing 777-300ER as of October 21, 2020, eliminating a previous stopover in Seoul. As winter travel demand rose, United increased service from colder U.S. cities to warmer destinations in Florida, the Caribbean, Mexico and Latin America, starting in December and continuing into spring. Domestic expansions added options from Boston, Cleveland, Columbus, Indianapolis, Milwaukee, New York (LaGuardia) and Pittsburgh to Florida cities including Fort Lauderdale, Fort Myers, Orlando, Tampa and West Palm Beach.
International winter routes included non-stop service from Los Angeles to San José, Costa Rica and San Pedro Sula, Honduras; Denver to Belize and San José; Washington, D.C. (IAD) to Santo Domingo; and Cleveland to Cancún. In January, United also opened non-stop service from Los Angeles and San Francisco to Liberia, Costa Rica.
United expanded its presence across the New York region by returning to John F. Kennedy International Airport. Pandemic-related slot availability allowed United to reclaim Terminal 7 slots after a five-year absence and offer non-stop flights to Los Angeles and San Francisco. These slots were secured through March with potential extensions based on discussions with the Federal Aviation Administration and the Port Authority of New York and New Jersey.
Beyond route growth, United improved customer-facing tools. A new interactive map on united.com helps travelers who don’t have a specific destination in mind: users can enter preferences such as travel dates, home airport, budget and desired type of destination to find tailored flight options and deals.
The United mobile app was also enhanced for accessibility through collaboration with the American Council of the Blind. The redesign improves color contrast, increases spacing around images, and leverages built-in smartphone accessibility features like VoiceOver and TalkBack so onscreen information can be conveyed without relying solely on text.
The future trajectory of the coronavirus and of airline travel remains uncertain, but United’s layered safety measures, collaboration with health agencies and continued innovation illustrate how carriers can adapt operations to help travelers return to the skies with greater confidence.