At United, we help connect people to the world. In 2015, United and United Express operated nearly 2 million flights carrying 140 million customers to destinations across six continents. As a company that operates and has employees all over the globe, it’s important to stay culturally connected to the customers and communities we serve.
With demand for travel between the U.S. and China doubling in five years, we’re focused on effectively serving one of the world’s fastest-growing air travel markets. This spring, United is celebrating our 30th year of service to mainland China, and we’re proud to operate more nonstop flights from the U.S. to China, and to more cities in China, than any other airline. Our San Francisco hub serves as the premier West Coast gateway to the Pacific, providing the ideal location for our addition of nonstop service to Chengdu in 2014 and our upcoming launch of nonstop service to Xi’an. We’re building our presence in China and offering more options for our customers to get where they need to go.
Given the importance of the U.S.-China market, we’re focused on making improvements throughout our customer’s journey, including how we engage and serve our Chinese customers. Last year, we joined the conversation on WeChat—the most commonly used social platform in China—engaging with Chinese consumers in the ways they prefer. We also now offer Alipay—China’s most trusted and secure payment system—as an official payment, giving Chinese customers using united.com a safe, easy, and consistent experience, while avoiding any currency barriers.
But we’re not stopping there. We are also adding new onboard amenities including slippers, adjusting food offerings to better meet cultural preferences, hiring more Chinese-speaking employees, and providing additional employee training focused on our global customer base, with more to come.
Our diverse and talented group of employees is the key ingredient to our success, and I’d now like to turn it over to one of those employees, Yang L
EVP and Chief Revenue Officer,
As a Global Services Representative in Shanghai, I’m responsible for taking care of some of our most loyal customers, from a variety of backgrounds, every day. My number one goal is to meet whatever their needs might be while keeping cultural differences in mind.
Every customer has different ideas, preferences, and opinions about their travel. I try to predict what kind of mode to go into based on the customer and their specific needs at the time. I see many frequent business travelers, and as I get to know them, I’m able to anticipate the information they need and get it to them as early as possible to ensure their experience is comfortable and seamless.
Traveling can be stressful, especially internationally, and it’s incredibly rewarding to put someone at ease so they can enjoy their trip. When a customer does come to me with an issue, I stay positive and work to be the solution while conveying our appreciation for their business.
It’s a team effort, and I’m fortunate to have the support of so many people around the company and around the globe helping us earn our customers’ trust.
Global Services Representative, Shanghai