Founded initially as a mail service carrier airline under the name of Varney Air Lines in 1926, United Airlines has since grown to become one of the
. Between March 2023 and February 2024,
, accounting for roughly 16 percent of the market. Its main competitors are Southwest, Delta, and American Airlines. United currently operates eight airline hubs, with the
in Chicago, Denver, Houston, Newark, and San Francisco.
in 2023, with just under 13 million. This was the highest number ever recorded that year.
Trajectories after the coronavirus pandemic
For United Airlines, the pandemic has become a difficult storm to overcome. In the fiscal year 2020, the
number of passengers boarded by United dropped by 64.4 percent. United generated around 462 million U.S. dollars in
revenue from passenger baggage fees in that year, down from more than one billion U.S. dollars reported in 2019. The airline's parent company,
United Airlines Holdings, generated operating revenue of around 15.4 billion U.S. dollars in 2020, a drastic decrease from the more than 43 billion U.S. dollars reported a year earlier. Despite the challenges, United demonstrated signs of recovery in the subsequent years; particularly, the airline significantly increased its operating revenue to 50 billion U.S. dollars in 2022, which was the highest value registered in the given period.
Satisfied customers despite the challenges
The COVID-19 pandemic has brought plenty of disturbances to the aviation industry. Delays and flight cancellations have regularly been part of travelers' rituals in recent years. Notwithstanding all the inconveniences, American air passengers seemed to be satisfied with the way the airlines have managed the situation since the pandemic started. In 2024, the
customer satisfaction index for airlines in the U.S. reached its highest value again since its creation in 1994. United Airlines received a score of 74 from customers, the eight-biggest score that year. In addition, United received about six
complaints from customers for every 100,000 people who boarded a domestic flight that year. This figure was significantly lower than Frontier Airlines' approximately 20 customer complaints, which was the highest among other American air carriers for that year.
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