United CEO to employees: "You have come together to take care of our customers"

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United Airlines (NYSE:UAL) CEO Scott wrote employees on November 11, 2025 to thank staff for handling sudden FAA-mandated flight cuts during the government shutdown. The note says United moved quickly to cancel hundreds of flights, publish cancellations on United.com/GovShutdown, offer refunds for all tickets (including nonrefundable), proactively rebook via the app, and prioritize safety and customer flexibility.

The CEO cites unusually high industry delays (Saturday with >7,500 delays) yet reports the past week produced United’s fourth, fifth and sixth best Net Promoter Score (NPS) days of the year and among the top 25 since 2022, crediting frontline teams for customer care.

CHICAGO, Nov. 11, 2025 /PRNewswire/ -- 

United team:

I am writing to thank you for your extraordinary performance over the last several days.

Last week's FAA directive to cut flights during the government shutdown, which we supported, came without much notice and our team sprang into action – by the end of the day Thursday we had already cut hundreds of flights scheduled for Friday, Saturday and Sunday. And many of you worked through the weekend as we planned additional cuts for this week.

We acted quickly and strategically, while keeping safety a top priority. And we gave our customers as much notice and flexibility as possible knowing the circumstances were ever-changing.

We decided early on to focus on doing what's right for customers and crews without worrying about the expense or short-term financial impact. That meant that United was the first (and in many cases, the only) airline to implement customer friendly policies like:

• Publish our cancellations on a dedicated site - United.com/GovShutdown – and update it on a rolling, three-day basis. That gave our customers a real-time resource to help them plan.
  
  
• Proactive, advance notifications to customers of alternative flights, using our award-winning app to tell people if their flight changed and to offer rebooking options.
  
  
• And we offered every customer – whether their flight was cancelled or not – the opportunity to get a refund (even if they had purchased a nonrefundable ticket).

Most importantly, these policies were complemented and amplified by our frontline teams. Their instinct to be open, direct and transparent with our customers - before their trip, at the airport, and onboard – and offer a helping hand at every step along their journey made all the difference.

And here's the proof: while this weekend had more FAA staffing triggers than any day in history - Saturday alone saw more than 7,500 industry delays nationwide - the past week also produced our fourth, fifth and sixth highest NPS days of the entire year and among the top 25 NPS days since 2022! It's extraordinary that some of our best NPS days *of the past four years* came during one of the most operationally disruptive weeks of 2025.

It's clear that the way that you have come together to take care of our customers has made an impact and is a genuine reflection of Good Leads The Way.

Thank you for all you've done during the longest government shutdown in history to take care of our customers and one another.

I've never been prouder to be on this team with all of you.

Scott

 

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SOURCE United Airlines

FAQ

What did United Airlines (UAL) announce to employees on November 11, 2025 about the government shutdown response?

The CEO thanked employees for rapid operational actions, published cancellations on United.com/GovShutdown, offered refunds to all customers, and highlighted strong NPS results.

How did United (UAL) notify customers about cancellations during the Nov 2025 shutdown?

United published cancellations on a dedicated site United.com/GovShutdown, updated it on a rolling three-day basis, and sent proactive app notifications with rebooking options.

Did United Airlines (UAL) offer refunds during the November 2025 government shutdown disruptions?

Yes. United offered every customer the opportunity to receive a refund, including those with nonrefundable tickets.

What operational metrics did United (UAL) cite in the Nov 11, 2025 employee message?

The CEO noted Saturday industry delays exceeded 7,500 nationwide and the week included United’s fourth, fifth and sixth highest NPS days of the year.

How did United (UAL) prioritize customer service during the government shutdown week in November 2025?

The company prioritized safety and customer flexibility, implemented customer-friendly policies early, and relied on frontline teams to provide proactive, transparent support.

Where can customers find United (UAL) cancellation information during the government shutdown?

Cancellation details were published and updated on United.com/GovShutdown with real-time information and rebooking guidance.