United Airlines (NASDAQ:UAL) reported strong third-quarter results, serving a record 48 million customers and delivering earnings per share (EPS) of $2.78, exceeding the top end of its guidance. Despite facing macroeconomic headwinds and operational constraints earlier in the year, United achieved its lowest-ever third-quarter flight cancellation rate and a 7% year-over-year improvement in Net Promoter Score (NPS).
Looking ahead, the company expects Q4 EPS in the range of $3.00–$3.50 and projects full-year EPS toward the upper end of its $9.00–$11.00 guidance, positioning itself as the only major U.S. airline expected to grow earnings in 2025.
Beyond financial performance, United’s leadership placed strong emphasis on the airline’s technology strategy, calling it foundational to driving long-term margin expansion and customer satisfaction.
Investments in tech-powered efficiency and digital customer experience continue to distinguish United’s approach. The airline highlighted its rollout of Starlink Wi-Fi, now installed on over 50% of regional aircraft, as well as the use of iPads for maintenance personnel and the implementation of the ORCA platform, an AI-driven tool used for managing irregular operations (IRROPS).
CEO Scott Kirby described United as “the most cutting-edge technology airline in the world,” with digital transformation underpinning both cost savings and brand loyalty.
Why It Matters: United Airlines’ technology-forward strategy represents a model of how legacy carriers can use digital transformation not only to improve operational resilience but also to unlock competitive advantage in a traditionally commoditized industry. For CIOs and CTOs, United’s focus on infrastructure modernization, AI-driven decision support tools, and digitally enriched customer experiences offers a compelling blueprint for integrating IT investment with margin expansion. As enterprise leaders look for scalable, high-impact tech solutions, United’s success story underlines the business value of aligning digital capabilities with both customer outcomes and core operations.
- Starlink Wi-Fi Rollout Enhances In-Flight Connectivity and Customer Loyalty: United reached a major milestone with FAA certification of Starlink Wi-Fi on its Boeing 737-800 fleet, marking the beginning of a full fleet rollout to be completed by 2027. Over 50% of regional aircraft are already equipped, providing gate-to-gate, living room-speed connectivity. According to EVP Andrew Nocella, the customer response has been “off the charts,” with NPS scores significantly elevated. The Wi-Fi service is free for MileagePlus members and is central to United’s “whole-brand” approach to customer retention and experience.
- AI-Driven ORCA Platform Optimizes IRROPS Response and Crew Management: United has implemented ORCA, an AI-powered tool designed to optimize aircraft routing, crew pairings, and customer connections during irregular operations. ORCA prioritizes operational decisions that preserve customer itineraries, minimizing cancellations and delays. EVP & CFO Mike Leskinen emphasized the impact on reliability, stating the tool “enables us to restart the airline following an event much quicker than we have in the past,” directly contributing to lower CASM ex and higher customer satisfaction.
- iPad-Enabled Maintenance System Improves Workforce Productivity and Turn Times: United modernized its maintenance technology by equipping technicians with iPads that offer real-time access to manuals, logbooks, and parts ordering systems. This shift replaces legacy mainframe workflows and improves both repair speed and accuracy. “Before introducing iPads…technicians would walk to and from hangars and terminals,” Leskinen explained. “Now they can troubleshoot and order parts on the spot,” which enhances aircraft availability and streamlines operations.
- Digital Investments Support Cost Efficiency Amidst Elevated Customer Spend: Despite annual investments of over $1 billion in customer experience, United has managed to lower CASM ex by 0.9% in Q3. Leskinen credited this to technology efficiencies, noting that management headcount is down 4% year-over-year due to automation and AI adoption. The company expects CASM ex to grow 2–3% annually, offset by tech-driven productivity and premium revenue initiatives.
- Next-Gen Mobile App Personalization Improves Tight Connection Experience: United continues to enhance its digital customer platform, particularly through updates to its mobile app. A new feature provides real-time, personalized guidance for travelers making tight connections, integrating gate info, walking times, and updates. This initiative is part of United’s broader push to raise NPS and digital engagement across all customer segments, basic economy to Polaris, further reinforcing brand loyalty and perceived value.
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