United Airlines has released its fourth-quarter and end-of-year earnings reports for 2025. As a whole, the report is positive, as the carrier beat investor expectations. In addition, United Airlines has grown faster than any other US airline, and customer satisfaction is on the rise. Furthermore, with the carrier now taking the title of the world’s largest airline, United has also greatly improved its operational reliability.

Throughout the 2020s, United has been acting on a strong vision to cultivate a premium image and become the nation’s largest airline. While seatback screens and larger overhead bins are undoubtedly exciting, operational reliability is one of the most important metrics by which customers decide which brand to be loyal to. For United, meanwhile, brand loyalty has become as critical as ever.

United’s Improved Operational Reliability

In its most recent earnings report, United Airlines has reported that it significantly improved its operational reliability in 2025. Some highlights include its higher on-time rates and lower cancellation rates in Chicago O’Hare versus its main rival (American Airlines), as well as the completed deployment of digital check-in kiosks in all stations. United Express set a new company record when it went 134 days with zero cancellations, and its cancellation rate was the lowest among US network carriers. It also ranked second in the nation for overall on-time performance.

United was able to achieve these figures while flying the largest schedule in its history. On average, United Airlines carried over 496,000 passengers every day, and the carrier has grown its fleet to over 1,055 aircraft. It’s taken delivery of 82 new aircraft while upgrading 119 narrowbody aircraft to its Signature Interior as part of the United Next project. In total, roughly 68% of United’s narrowbody fleet features the Signature Interior.

United has also leveraged existing features while upgrading others to improve the customer experience. Its Connection Saver saved over one million potential missed connections in 2025, while app and website features have been revamped to provide more information on bags as well as flight connections. The United app, known to be one of the best in the industry, has become a strong point for the carrier due to the information it provides as well as self-service tools that can be easily used when flights are delayed or cancelled.

Why United’s Operational Improvements Matter

United is attempting to build a premium brand image. Rather than ruthlessly cut costs and chase low-paying customers, the carrier is looking to build brand loyalty, increase engagement with United MileagePlus, and boost premium cabin sales. In other words, United is looking to emulate Delta Air Lines, which is the most profitable airline in the United States.

Operational reliability has historically been one of Delta’s strongest metrics, which has driven brand loyalty. By increasing on-time performance and lowering cancellation rates, United customers are more likely to become loyal to the carrier. The added benefit for United, meanwhile, is that it operates hubs in several of the US’s largest metropolitan areas, meaning that it has access to a larger and wealthier customer base than Delta Air Lines, which operates fortress hubs in slightly smaller cities.

The carrier as a whole is focusing heavily on boosting revenue and increasing loyalty. It costs significantly more money to attract new customers than to retain existing ones, and this is especially important for airlines, given that loyalty programs are the primary driver of airline profits today. With United’s current performance, it’s now the nation’s second-most profitable airline, and 2026 is looking just as promising.

What To Expect From United Airlines In 2026

United Airlines intends to take delivery of over 100 new narrowbody aircraft in 2026. These planes will naturally feature the Signature Interior, which reportedly earns the carrier a Net Promoter Score (NPS) 10 points higher than on aircraft without the Signature Interior. Most of these aircraft will also be used for growth, as United is only retiring a limited number of aging Airbus A319-100 and A320-200 aircraft.

United will be taking delivery of 20 new Boeing 787s in 2026. Not only will these planes come with the new « Elevated Interiors », but this will be the largest number of widebodies that any US airline has taken delivery of since 1988. United will grow as fast as ever and will undoubtedly seek to improve its reliability even further.