Old Slogan Returns as United Asserts It Is Customer-Focused

A United Airlines ad from the campaign that begins on Sunday.
AFTER almost a 20-year hiatus, United Airlines is once again urging travelers to âfly the friendly skies.â

United's Orchestra in the Sky
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An ad from the mid-1960s, featuring six United employees who were identified by name and position.
The iconic tagline, created by Leo Burnett in 1965 and used by the carrier until it parted ways with the agency in 1996, has been resurrected in a multimedia ad campaign by McGarryBowen that is Unitedâs largest in decades. The campaign also features George Gershwinâs âRhapsody in Blue,â music United has been using continuously in advertising since 1987.
The campaign â" which begins Sunday on broadcasts of N.F.L. football games; the PGA Tour championship; the season premiere of â60 Minutesâ and the Emmy Awards program â" contains a refreshed, 21st-century version of the tagline.
United is now telling travelers it is everything from âlegroom friendlyâ and âonline friendlyâ to âshut-eye friendlyâ and âEWR friendly,â which refers to the hub of Continental Airlines at Newark Liberty International Airport, which United inherited when the two airlines merged in 2010 to create the worldâs largest carrier in terms of passenger traffic.
Burnett came up with the âfly the friendly skiesâ tagline in the mid-1960s when it was pitching Unitedâs business. One famous iteration was a TV spot in which wives urged their husbands to âtake me alongâ on business trips, while one print ad featured six United employees, identified by name and position, who urged readers to âcome fly with me, and me, and me, and me, and me, and me.â
After United and Continental â" whose agency was the Kaplan Thaler Group â" merged, McGarryBowen, New York, part of the Dentsu Aegis Network unit of Dentsu, became Unitedâs agency in 2011.
Tom OâToole, Unitedâs senior vice president for marketing and loyalty, said United had opted to return to the Burnett tagline because it wanted to âre-establish Unitedâs position as the worldâs leadingâ customer-focused airline.
He called the timing of its reintroduction âa convergence of a series of advances.â Since 2010, United has completed installation of premium-cabin flatbed seats on select international flights, expanded its economy-plus seating, improved its on-time performance and invested in new customer service training programs for all customer-contact employees.
âThe real aimâ of the new advertising, Mr. OâToole said, is to âsay to customers, co-workers and competitors that United is back in the game in a big way.â
One TV spot features musicians playing âRhapsody in Blueâ and shows space available in various classes and in overhead bins, as well as United employees in the cockpit and cabin. The voice-over is provided by the actor Matt Damon, who also did the voice-over on Unitedâs 2012 summer Olympics TV advertising.
One print ad shows a man rushing into his home, arms outstretched, to greet his children. The copy says, âRight place, right time-friendly. Fly on your schedule with over 5,000 daily flights. Fly the friendly skies. United.com/flyerfriendly.â
Besides TV and print, media used by the campaign will include radio; outdoor, including in airports; digital; and social media, all with messages promoting United as âfriendly.â All advertising except radio features an abstract route map, one leg of which has a dot at each end that could be interpreted as a smiley face.
Gordon Bowen, chairman and chief creative officer of McGarryBowen, said this design was inspired by the logo United adopted when it merged with Continental, whose own logo was a globe.
Mr. OâToole said the campaign was aimed primarily at Unitedâs âmost frequent-traveling, high-yield customers,â as well as at employees âwho will enable United to deliver exactly what weâre talking about. It sets an aspirational target for the customer experience United delivers.â
He said United would spend more than $30 million in advertising air travel in the fourth quarter and maintain the same level of spending next year, when it will sponsor the United States Olympic team at the Winter Olympics in Sochi, Russia. He called these expenditures the carrierâs âlargest in decades.â
According to Kantar Media, in recent years, United has spent from $4.3 million in 2009 to $43.9 million in 2012 to advertise air travel.
Both Michael Derchin, an airline analyst at CRT Capital, and Michael Linenberg, who follows the airline industry for Deutsche Bank, commended United on the timing of the new campaign. âItâs particularly important now because of the service problems they had last year, with the integration of Unitedâs and Continentalâs computer systems,â Mr. Derchin said. âThey had horrendous on-time performance problems and consumer complaints.â
David Reibstein, who teaches marketing at the Wharton School of the University of Pennsylvania, predicted the new campaign would be âmore efficientâ for United since many travelers will recall the old tagline.
Marty Kohr, a lecturer in integrated marketing communications at the Medill School of Journalism at Northwestern University, said it was âvery smartâ for McGarryBowen to update the âfriendly skiesâ concept.
Henry Harteveldt, travel analyst for Hudson Crossing, called the campaign âa very bold move for United,â but said the advertising carried âthe risk of failure: If passengers donât see United fulfilling its promise of being a âuser-friendlyâ airline, the advertising will be seen as hollow and will backfire.â
Tim Winship, publisher of FrequentFlier.com, a Web site on travel loyalty programs, was dismissive of the campaign, calling âfriendly skiesâ âso last century. In 2013, the skies are anything but friendly, and to suggest otherwise is to insult the intelligence of consumers and invite their scorn.â

A version of this article appears in print on September 20, 2013, on page
B7 of the
New York edition with the headline: Old Slogan Returns as United Asserts It Is Customer-Focused.