Conclusion

As one of the largest and most significant global carriers, United Airlines has long been at the forefront of the aviation industry. Its ability to adapt to the competition increasing and evolving demands in the market is a testament to its robust operational and technological strategies. The airline managed to maintain a leading position through a mix of advanced technology, strong partnerships, and efficient processes, and this blog will highlight how United Airlines utilizes several channels, systems, and tools to achieve revenue growth, handle operational challenges, and improve customer satisfaction.

The airline's sales structure, encompassing direct sales, travel agency partnerships, and corporate customer relationships, is supported by sophisticated technology systems. The systems that are mentioned in this report by our group, such as Global Distribution Systems (GDS), Customer Relationship Management (CRM) tools like Salesforce, and proprietary software (SHARES), are critical in these types of operations because they ensure allegations across various customer touchpoints. These technologies allow United Airlines to efficiently manage customer bookings, reservations, and operations while providing customers with an easy and secure booking experience.

Furthermore, the airline processes that help the system to be dynamic, such as disruption management systems, empower United Airlines to make real-time decisions during flight delays, cancellations, and customer satisfaction. Despite these strengths, the analysis has uncovered several areas of improvement. These turbulences and trials can usually include data integration issues, reliance on manual processes, limited automation, and gaps in the customer experience.

Some more details and repetitive tasks within the sales process remain manual, reducing overall efficiency and increasing the sales team's workload. Finally, although United Airlines offers a functional website and mobile app, opportunities exist to improve the user experience (UX) through enhanced personalization and tailored recommendations that survey customer's ratings and opinions.

Optimizing customer experience can help address the challenges that United Airlines faces, and they can focus on various important areas to improve sales operations, efficiency, and customer satisfaction. These details can help the company remain competitive in a crowded market and strengthen its position as an industry leader.