United Airlines CEO Promises 'Surprises' For Customers in 2026
United Airlines already has some major changes planned for the upcoming year, but it sounds like the company has some "surprises" planned for customers that it has not yet revealed.
During a recent letter sent to United Airlines staff, CEO Scott Kirby teased some "surprises" that will be coming later this year.
United Changes Already Planned
As Edward Russell of The Points Guy points out, United Airlines already has a number of high-profile changes planned for 2026. Those changes include:
- The debut of its new, upgraded Polaris business class.
- The delivery of its first long-range Airbus A321XLR narrow-body.
- 14 new U.S. destinations and four international destinations.
This comes after United already made customer-friendly changes to its carry-on policy and introduced a rewards debit card.
However, according to some recent comments from the airline's CEO, it sounds like even more changes could be on the way.
Scott Kirby Teases Surprises
In a letter sent to United Airlines employees on Jan. 2, Kirby teased a few "surprises" that will be in store for 2026. While the promise was quite vague, Kirby did mention "new aircraft types" and "innovative products."
"We’re saving a few things for later this year that include new aircraft types and innovative products that will shake-up the industry and continue to attract and retain brand loyal customers to United for the next decade and beyond," he wrote in the letter, according to The Points Guy.
What Might These Changes Be?
A spokesperson told Russell and The Points Guy that "new aircraft types" can be read "more in terms of customer experience," leading him to suggest the possibility that Kirby was referring to the layout or amenities within the cabins.
"The new plane 'type' may refer to a shakeup in the airline’s seating configurations or perhaps amenity upgrades in its cabins; otherwise, it could refer to a new onboard offering for its A321XLRs that will replace aging Boeing 757-200s on flights across the Atlantic or the long-promised new domestic transcontinental premium layout," Russell wrote.
There's also the possibility of a new order of aircraft, but United has previously downplayed that possibility, as Russell points out.
As for the "innovative products," Kirby did not elaborate further and offered no details, but Russell speculates that this could refer to "technological innovations" like the virtual gate that United Airlines rolled out earlier this year.
Needless to say, it sounds like United has a lot planned.