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United is giving airport and flight crews more flexibility to hold flights for connecting flyers

May 04, 2021
3 min read
United is giving airport and flight crews more flexibility to hold flights for connecting flyers
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United Airlines will empower ground crews to help ensure passengers make connections without having to worry about being penalized for missing certain metrics, TPG has learned.

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In a video to airline staff, a transcript of which was viewed by TPG and confirmed by the airline, CEO Scott Kirby said that the airline will do away with "delay codes," a system used by United and other airlines to document the reason for departure delays. The change will occur in the coming months, Kirby said.

While the Department of Transportation requires a degree of reporting from airlines relating to broad causes of delays, airlines are largely allowed to implement their own data and reporting systems at whatever level of granularity they choose, although a list of standardized codes is offered by the International Air Transport Association (IATA).

The issue with delay coding is that it effectively assigns blame to a specific team of crewmember, and must be done even if there's a one-minute delay at any point during the departure, even when the flight's arrival is not delayed.

That means that ground crews and flight crews are incentivized to hit every performance metric — particularly "D:00," which requires flights to push back from the gate by the scheduled departure time — even if a brief delay in departure will not affect the overall arrival time, or if that short delay is justified to wait for connecting passengers from a late inbound flight.

The use of those delay codes can also lead to a culture of finger-pointing and jockeying to assign — or avoid — blame.

The move away from the coding metric is designed to begin shifting away from that culture, Kirby said.

"It's about working together as a team without worrying about who is going to get blamed if there's a delay," Kirby said in the memo. "Most of the time, the best answer for customers is still going to be getting the airplane off the gate to meet D:00. But, as all of you know, there are times when waiting for connecting customers is the best answer."

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Related: United to Hold More Flights for Connecting Passengers

"By getting rid of delay codes, we want to give you the latitude to do the right thing based on the situation," he added.

The move appears to build upon United's "ConnectionSaver" tool, which allows gate agents to hold flights at the gate if it means saving the connections of several inbound passengers. In September 2019, about three months after introducing ConnectionSaver, the airline said it had saved 40,000 connections which otherwise would have been missed.

On an earnings call last month, United chief operating officer Jon Roitman hinted at the coming change.

"These metrics are important, but driving towards them can sometimes create suboptimal outcomes for customers," he said. "For example, obsessing about D0 in many instances leaves connecting customers behind."

"At United, we're committed to updating our infrastructure and changing our mindset to become more customer-centric," he added on that call. "We're using data and automation, centered on new customer insights, to make it simple for our employees to make the very best decisions for our customers."

Are you an employee at United or another airline? Message this reporter with tips, feedback, or opinions at david.slotnick@thepointsguy.com.

Featured image by Getty Images
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
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The Capital One Venture X card is one of the best all-round travel credit cards ever launched. Not only is it offering a tremendous welcome bonus, but cardholders can earn tons of miles on everyday spending and receive a 10,000-mile anniversary bonus to boot. Its annual fee is $395, but cardholders can count on up to $300 in statement credits toward travel booked through Capital One Travel each year and other valuable benefits like access to Priority Pass lounges and Capital One’s own growing family of airport lounges.

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  • Excellent welcome offer worth 75,000 miles after you spend $4,000 on purchases in the first three months.
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  • 10,000 bonus miles (worth $100 toward travel) each account anniversary.

Cons

  • The $395 annual fee might be expensive for some, but this card’s benefits provide much more value than that.
  • If you don’t travel frequently, this might not be the best card for you.
  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive up to $300 back annually as statement credits for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of options
  • Get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary
  • Earn unlimited 10X miles on hotels and rental cars booked through Capital One Travel and 5X miles on flights booked through Capital One Travel
  • Earn unlimited 2X miles on all other purchases
  • Unlimited complimentary access for you and two guests to 1,400+ lounges, including Capital One Lounges and our Partner Lounge Network
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
  • Use your Venture X miles to easily cover travel expenses, including flights, hotels, rental cars and more—you can even transfer your miles to your choice of 15+ travel loyalty programs
  • Named editors' choice for "Best New Credit Card of 2021" by The Points Guy
  • Earn 10 miles per dollar when you book on Turo, the world's largest car sharing marketplace, through May 16, 2023