United’s 2010 merger with Continental Airlines created the largest airline in the world. However, the airline is still dealing with integration problems related to the merger.
The technical glitches related to the integration of the 2 airlines’ booking systems have frequently lead to flight disruptions and angry passengers.
Over the last year, the airline has been rated as one of the worst by passengers in terms of service as well as on-time performance.
Despite a number of 2012 initiatives such as the introduction of Dreamliners, it remains a difficult task for United’s CEO, Jeffery A. Smisek, to turn the airline around.