United Airlines has publicly commended its employees for their swift and customer focused response to last week’s unprecedented government shutdown in the United States, which forced airlines to cut hundreds of flights with little notice.
In a message to staff, CEO Scott Kirby highlighted the extraordinary efforts of United’s teams in adapting to the FAA directive to reduce schedules. By Thursday evening, the airline had already cancelled flights across the weekend, with staff working through to plan further reductions.
Despite the operational upheaval, United introduced a series of customer‑friendly measures that set it apart from competitors. These included:
- A dedicated shutdown information site updated every three days with cancellations.
- Proactive notifications via the United app, offering rebooking options.
- Refunds for all passengers, including those holding non‑refundable tickets.
Kirby stressed that the airline’s priority was “doing what’s right for customers and crews without worrying about the expense or short‑term financial impact.”
Remarkably, the airline recorded some of its highest Net Promoter Score (NPS) days of the year during the disruption. Saturday alone saw more than 7,500 delays nationwide, yet United achieved its fourth, fifth and sixth best NPS days of 2025 — ranking among the top 25 since 2022.
“The way you have come together to take care of our customers has made an impact and is a genuine reflection of Good Leads the Way,” Kirby told employees. “I’ve never been prouder to be on this team.”
The recognition underscores United’s strategy of prioritising transparency and customer care, even in the face of the longest government shutdown in U.S.