United Airlines Only Major U.S. Carrier to Improve Service in 2004, Study Finds

CHICAGO, April 4 /PRNewswire-FirstCall/ — United was one of only four airlines and the only major U.S. carrier that improved service in 2004, while performance by most of the 14 largest North American carriers worsened. United moved up in quality rankings from ninth to fourth place, according to the annual Airline Quality Rating (AQR) study released this week by Wichita State University.

“This is a credit to all of our employees’ hard work. Being the only major carrier shown to improve service demonstrates how hard our employees are working to transform the business during challenging times — both for United and the industry,” says Pete McDonald, executive vice president and chief operating officer. “The study also supports our own internal statistics for 2004, which indicated strong operational performance and encouraging customer intent-to-repurchase ratings.”

Most notable in 2004 was United’s improvement in the area of involuntary denied boardings, with a rate of 0.49 per 10,000 passengers compared to 0.65 in 2003.

The AQR study is based on statistics from the U.S. Department of Transportation and includes analysis of arrival times, baggage handling, denied boardings and customer complaints.

About United

United Airlines (BULLETIN BOARD: UALAQ) is the world’s second largest airline, operating more than 3,400 flights a day on United, United Express and Ted to more than 200 U.S. domestic and international destinations from its hubs in Los Angeles, San Francisco, Denver, Chicago and Washington, D.C. With key global air rights in the Asia-Pacific region, Europe and Latin America, United is the largest international carrier based in the United States.* United is also a founding member of Star Alliance, which provides connections for our customers to nearly 800 destinations in 139 countries worldwide. United’s 60,000 employees reside in every U.S. state and in many countries around the world. News releases and other information about United can be found at the company’s Web site at united.com.

* Measured by revenue passenger miles as reported to the U.S. Department of Transportation for 12 months ending September 2004, the most recent comparison data available.

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