The airline industry in 2025 is both a high-pressure and high-opportunity environment. United Airlines, as one of the largest U.S. carriers, continues to expand its workforce, especially in customer-facing roles. For job seekers looking for stable employment, rich benefits, and long-term career development, a customer service job with United represents a solid entry point into aviation.
Unlike many other sectors, United offers union-backed positions, predictable salary growth, and substantial travel perks. Whether stationed at a bustling airport or working remotely in a support center, customer service agents play a pivotal role in keeping United’s global operations running smoothly. This guide breaks down everything applicants need to know, application process, salaries, benefits, and hiring tips.
What Are United Airlines Customer Service Jobs?
United Airlines divides its customer service operations into both in-person and virtual roles. All functions focus on resolving traveler issues, supporting flight operations, and enhancing the customer experience.
Key Job Roles
- Airport Customer Service Representatives: Assist passengers with ticketing, boarding, and flight changes.
- Baggage Service Agents: Handle delayed, lost, or damaged luggage complaints.
- Customer Contact Center Agents: Work remotely to solve issues via phone, email, or chat.
- Premier Desk Agents: Provide white-glove support to elite frequent flyers and premium passengers.
Core Skills Required
All roles require the ability to:
- Communicate clearly in English (other languages a plus)
- Handle stressful situations calmly
- Navigate airline systems and tools (e.g., Sabre, Amadeus)
- Stand for long periods; lift up to 70 lbs for airport staff
Locations Where United Hires Most
Customer service roles are concentrated in major U.S. hub cities:
- Chicago O’Hare (ORD)
- Denver International (DEN)
- Newark Liberty (EWR)
- Houston Bush Intercontinental (IAH)
- San Francisco International (SFO)
United also operates virtual support centers, allowing remote work for qualified applicants.
How Much Do United Airlines Customer Service Agents Get Paid in 2025?
Wages are structured based on seniority, location, and collective bargaining agreements. United’s pay is competitive with industry standards, and benefits add significant value.
Average Pay Ranges by Experience Level
| Experience Level | Hourly Pay Range | Notes |
| Entry-Level | $17- $22 | Paid training included |
| Mid-Level (2- 4 yrs) | $22- $27 | Shift differentials may apply |
| Senior (5+ yrs) | $27- $34 | Includes union step increases |
Additional Earnings
- Evening Shift Bonus (after 6 PM): +$0.75/hour
- Night Shift (after 11 PM): +$1.25- $1.75/hour
- Holiday Pay: Up to 2x base rate
Wage increases typically follow union-negotiated step systems, with raises every 6-12 months based on time in role.
What Benefits Do United Airlines Customer Service Employees Receive?
United offers one of the most generous benefit packages in the airline industry, especially for full-time employees.
Standard Benefits Package
- Travel Perks: Unlimited free standby flights for employees and eligible family members after 6 months
- Healthcare: Medical, dental, vision, life insurance
- Retirement: 401(k) with company match up to 5%
- Time Off: Paid vacation, sick leave, holidays, parental leave
Additional Perks
- Tuition Reimbursement: Up to $5,250 annually for approved courses
- Discounts: Hotels, car rentals, other Star Alliance airlines
- Career Development: Internal mobility programs for growth into operations or corporate roles
How to Apply for United Airlines Customer Service Jobs?
United Airlines manages its job openings centrally through its official career website. Applicants should prepare to go through several screening layers before being hired.
Application Process Overview
- Find the Job: Go to careers.united.com
- Submit Resume and Application: Tailor your resume with relevant keywords (e.g., “gate operations,” “passenger service,” “ticketing systems”)
- Complete Online Assessment: Situational judgment questions and skill testing
- Video Interview: Conducted asynchronously via HireVue or a similar platform
- Background Check and Drug Test: Mandatory for all hires
- Job Offer and Training Invite: Training typically lasts 2-6 weeks, depending on role
Resume Tips for United’s ATS System
United uses an Applicant Tracking System (ATS) to filter resumes. Candidates should:
- Use specific terms like “check-in process,” “baggage resolution,” “customer escalation”
- Keep formatting simple (no tables or graphics)
- Include job-related certifications (e.g., CPR, multilingual skills)
What Tips Increase the Chances of Getting Hired?
With thousands of applications per opening at major hubs, standing out is essential.
Keywords to Include in Your Application
- Ticketing systems
- Passenger service
- Conflict resolution
- Multi-lingual communication
- Airport security compliance
Interview Preparation Tips
- Use the STAR method: Situation, Task, Action, Result
- Prepare answers for scenarios like:
- “Describe a time you helped an angry customer.”
- “How do you handle multiple tasks under pressure?”
Mistakes That Lead to Disqualification
- Submitting incomplete applications
- Ignoring shift flexibility requirements
- Leaving work history or references blank
- Being unavailable for required training or weekend shifts
What Career Growth Opportunities Exist After Joining?
United Airlines actively promotes from within, and many senior managers started in front-line roles.
Growth Pathways
- Within Customer Service: Team lead – supervisor – station manager
- Lateral Moves: Transition to ramp agent, flight attendant, or reservations specialist
- Corporate Mobility: Employees can access internal job boards and education support for roles in HR, operations, or marketing
Training Programs
- United Next Leadership Program
- Diversity and Inclusion Workshops
- Cross-functional development through job shadowing
FAQs About United Airlines Customer Service Jobs
Is the job unionized?
Yes, most positions are represented by the International Association of Machinists (IAM).
Do they offer part-time roles?
Yes, part-time jobs are common, especially at regional airports and during holiday seasons.
How long is the training period?
2 to 6 weeks depending on the position, with paid classroom and on-the-job components.
Is travel experience required?
No, but customer service or hospitality experience is preferred.
Are there age or education restrictions?
Applicants must be 18+ with a high school diploma or GED. Some roles require valid driver’s licenses.