Frequent fliers with fussy toddlers and way too much baggage, rejoice! United Airlines is bringing back pre-boarding for families with kids under the age of two.
In an email to its customers, the airlines said they are “bringing back a family-friendly policy that you and our customers asked for.”
Starting on February 15th, United will once again allow families traveling with small children ages two and younger to pre-board right after customers with disabilities and military service members in uniform.
The Chicago-based carrier put an end to pre-boarding for families in 2012, after it merged with Continental. Four years later, it’s doing an about-face on the policy — just one of many changes the company has started making to win back the loyalty of customers.
“Travel can be stressful for parents juggling diaper bags, strollers and car seats while keeping an eye on young children,” the company said in its email. “By pre-boarding families, we give them an opportunity to get their bags stowed and get their children settled before other customers board, hopefully relieving some of that stress.”
The move comes as new United CEO Oscar Munoz has tried to put customer service in the spotlight at the carrier. In a sort of open letter to customers last October, Munoz admitted that things haven’t exactly been free from turbulence. In fact, he said that the merger with Continental Airlines has failed to live up to the expectations of both passengers and employees.
“Let’s be honest, the implementation of the United and Continental merger has been rocky for customers and employees,” he said. “While it’s been improving recently, we still haven’t lived up to our promise or our potential.”