United CEO to employees: "You have come together to take care of our customers"
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.
United Airlines (NYSE:UAL) Il CEO Scott ha scritto ai dipendenti il 11 novembre 2025 per ringraziare lo staff per aver gestito improvvisi tagli ai voli imposti dalla FAA durante lo shutdown del governo. La nota dice che United si è muovuta rapidamente per cancellare centinaia di voli, pubblicare le cancellazioni su United.com/GovShutdown, offrire rimborsi per tutti i biglietti (inclusi quelli non rimborsabili), ricollocare proattivamente tramite l'app e dare priorità alla sicurezza e alla flessibilità per i clienti.
Il CEO cita tempi di ritardo anomali nel settore (sabato con oltre 7.500 ritardi) e tuttavia riporta che la settimana scorsa ha prodotto il quarto, quinto e sesto miglior Net Promoter Score (NPS) days dell'anno e tra i primi 25 dal 2022, attribuendo il merito ai team in prima linea per l'assistenza ai clienti.
United Airlines (NYSE:UAL) El CEO Scott escribió a los empleados el 11 de noviembre de 2025 para agradecer al personal por manejar recortes de vuelos anunciados de forma repentina por la FAA durante el cierre del gobierno. La nota dice que United actuó rápidamente para cancelar cientos de vuelos, publicar las cancelaciones en United.com/GovShutdown, ofrecer reembolsos para todos los boletos (incluidos los no reembolsables), reubicar proactivamente a través de la app y dar prioridad a la seguridad y la flexibilidad para los clientes.
El CEO menciona retrasos inusuales en la industria (sábado con más de 7,500 retrasos) y reporta que la semana pasada produjo los días con el Net Promoter Score (NPS) cuarto, quinto y sexto mejores del año y entre los 25 mejores desde 2022, atribuyendo el mérito a los equipos de primera línea por la atención al cliente.
United Airlines (NYSE:UAL)의 CEO 스콧은 FAA의 갑작스러운 항공편 축소를 정부 셧다운 중에 처리해 준 직원들에게 감사하기 위해 2025년 11월 11일에 직원들에게 편지를 썼습니다. 이 메모는 United가 수백 편의 항공편을 취소하고 United.com/GovShutdown에 취소를 게시하며 모든 티켓(환불 불가 포함)에 대한 환불을 제공하고, 앱을 통해 능동적으로 재예약하며, 안전과 고객의 유연성을 우선시했다고 밝힙니다.
CEO는 업계의 이례적으로 높은 지연(토요일에 7,500건이 넘는 지연)을 지적하지만 지난 주가 연간 네 번째, 다섯 번째, 여섯 번째로 좋은 네트 프로모터 점수(NPS) 날짜를 기록했고 2022년 이후 상위 25위에 들었다고 밝히며 고객 서비스에 대한 최전선 팀의 공로를 칭찬합니다.
United Airlines (NYSE:UAL) Le PDG Scott a écrit aux employés le 11 novembre 2025 pour les remercier d'avoir géré les réductions de vols imposées récemment par la FAA pendant la fermeture du gouvernement. La note indique que United a agi rapidement pour annuler des centaines de vols, publier les annulations sur United.com/GovShutdown, offrir des remboursements pour tous les billets (y compris les non-remboursables), rebooker proactivement via l'application et privilégier la sécurité et la flexibilité pour les clients.
Le PDG cite des retards inhabituels dans l'industrie (samedi avec plus de 7 500 retards) mais indique que la semaine dernière a produit les quatrième, cinquième et sixième meilleurs jours de Net Promoter Score (NPS) de l'année et parmi les 25 premiers depuis 2022, créditant les équipes de première ligne pour le service client.
United Airlines (NYSE:UAL) CEO Scott schrieb den Mitarbeitern am 11. November 2025, um ihnen für den Umgang mit den plötzlichen, von der FAA vorgeschriebenen Flugbeschränkungen während des Regierungs-Shutdowns zu danken. In dem Schreiben heißt es, dass United schnell gehandelt hat, Hunderte von Flügen gestrichen, die Stornierungen auf United.com/GovShutdown veröffentlicht, Tickets (einschließlich nicht erstattungsfähiger) vollständig erstattet, proaktiv über die App neu gebucht und Sicherheit sowie Kundennachfrageflexibilität priorisiert hat.
Der CEO verweist auf ungewöhnlich hohe Branchenausfälle (Samstag mit über 7.500 Verspätungen), berichtet aber, dass die vergangene Woche United's vierte, fünfte und sechste beste Net Promoter Score (NPS)-Tage des Jahres verzeichnete und zu den Top-25 seit 2022 gehört, und lobt die Frontline-Teams für den Kundenservice.
United Airlines (NYSE:UAL) أرسل الرئيس التنفيذي سكوت إلى الموظفين في 11 نوفمبر 2025 رسالة لشكر الموظفين على تعاملهم مع تخفيضات الرحلات الجوية المفروضة فجأة من FAA خلال إغلاق الحكومة. وتذكر الرسالة أن المتحدة تحركت بسرعة لإلغاء مئات الرحلات، ونشر الإلغاءات على United.com/GovShutdown، وتقديم استردادات لجميع التذاكر (بما في ذلك غير قابلة للاسترداد)، وإعادة الحجز بنشاط عبر التطبيق، مع إعطاء الأولوية للسلامة ومرونة العملاء.
ويشير الرئيس التنفيذي إلى تأخيرات صناعية غير عادية (السبت بوجود أكثر من 7,500 تأخير) ومع ذلك يرى أن الأسبوع الماضي أنتج أربعة أيام من أفضل أيام NPS لهذا العام، والخامس والسادس على مدار العام، ومن بين أفضل 25 منذ 2022، معتبراً فرق الخط الأول مسؤولة عن رعاية العملاء.
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Insights
United rapidly cut flights during the government shutdown, prioritized customer-friendly refunds and rebooking, and reported unusually high NPS on several days.
What happened and how the business acted: The company followed an FAA directive to reduce flights during the government shutdown and implemented large, rapid schedule cuts by the end of the day on Thursday. It published cancellations on United.com/GovShutdown, pushed proactive rebooking notices through its app, and offered refunds to all customers including holders of nonrefundable tickets. Management stated the priority was customer care rather than short-term cost savings.
Dependencies and operational risks: The response depended on frontline staff availability and real‑time communications tools; the company cites high industry delays (more than 7,500 delays nationwide on one day) as context. These actions raise short‑term expense exposure because refunds and rebooking were offered broadly, and ongoing FAA staffing triggers could sustain disruption.
Concrete items to watch and timing: track the volume and timing of refunds and rebookings, the evolution of NPS after the week referenced (the company reported its fourth, fifth and sixth highest NPS days of the year and top 25 days since 2022), and further FAA staffing directives while the government shutdown persists. The press date is
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?
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