“Unfortunately, in the past few weeks, our airline has experienced a number of incidents that are reminders of the importance of safety. While they are all unrelated, I want you to know that these incidents have our attention and have sharpened our focus,” Kirby wrote. He pledged additional actions to strengthen safety measures.
Kirby outlined steps such as extra in-person training for all pilots starting in May 2024 and implementing a centralized training curriculum for new maintenance technicians.
One significant incident occurred on March 8, 2024, when United flight UA2477—a Boeing 737 MAX—skidded off the runway after landing at George Bush Intercontinental Airport in Houston. Investigators found that although the touchdown was normal, decisions made by the captain led to the excursion; however, no injuries were reported due to design features that worked as intended.
Another serious event took place on May 14, 2024. A Boeing 787-9 operating as United Airlines Flight 28 suffered an uncontained engine failure shortly after take-off from Singapore Changi Airport. According to the National Transportation Safety Board (NTSB), a fatigue crack in a high-pressure turbine blade retainer caused this failure. Despite its severity, there were no injuries thanks to the crew’s experience and training.
Over recent years United has logged about 118 incidents across its fleet—equivalent to roughly 0.11 incidents per aircraft—which experts note must be analyzed by type and severity rather than raw numbers alone.
Excluding terrorism-related events such as Flight 93 on September 11, 2001, United has not had a fatal accident in over thirty years. Historical accidents like United Flight 232 (1989) and United Flight 585 (1991) contributed valuable lessons that have improved aviation standards industry-wide.
In terms of passenger experience, reviews indicate mixed feedback typical for large global carriers operating diverse fleets. Economy class offers basic amenities comparable or superior to ultra-low-cost carriers on domestic routes—with complimentary drinks and snacks—and more comprehensive services including meals and entertainment on long-haul international flights. Passengers seeking more comfort can purchase Economy Plus seats for additional legroom.
For business travelers, United’s Polaris Business Class provides lie-flat seating with direct aisle access on most layouts, enhanced bedding from Saks Fifth Avenue, multi-course dining options, and access to exclusive Polaris lounges at major hubs like Chicago O’Hare International Airport.
Despite concerns raised about maintenance practices due to recent events—and acknowledging some variation in service quality—AirlineRatings.com states: “United Airlines is safe, and AirlineRatings would have no hesitation in recommending the airline. We would also feel confident flying with them.”
The organization adds: “We also value United’s commitment to transparent and honest reporting of incidents, which plays a vital role in ensuring that issues remain just that—incidents, not accidents—while helping the aviation community continually improve safety.”
While passengers’ experiences vary based on factors such as route or aircraft type—especially between standard economy cabins versus premium Polaris offerings—United remains regarded as a dependable airline committed to continuous improvement in both safety practices and customer service.
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