Airline emphasizes commitment to Guam and the region

BY MAUREEN N. MARATITA
Journal Staff



If there was an overarching message from David Kinzelman, chief customer officer and senior vice president for airport operations, during his visit, it was that the region is not only important to the airline, but that its customers receive the same attention as anywhere else in the United network.

At a media conference on Oct. 13, CHamoru Standard Time, Kinzelman spoke about the introduction of Starlink on the first regional flights.

He called Starlink “a game changer” and said it is “free in every class of service” for its loyalty program members. Any passenger can sign up for United’s MileagePlus to access Starlink, also offering passengers the ability to connect on multiple devices, and use Starlink for any business or leisure pursuit.

For pilots, Starlink offers them the connectivity to get “real time weather information … including turbulence,” he said. The ability to communicate would also be important if there was a medical emergency onboard, Kinzelman said. Starlink is “available on nearly 50% of United flights,” he said.

“In some markets 80% of passengers use the service,” he said. Starlink is not only without gaps in connectivity, but will automatically connect, Kinzelman said. “You just have to get close to the airplane after you use it the first time.”

The Federal Aviation Administration does not allow voice calls on flights, he said. “We also ask that you are considerate of people around you,” he said. While flight crews have been prepared to deal with any situation of inconsideration, “We don’t see any real problems,” Kinzelman said.

According to Journal files, United announced on March 7 last year that its first regional aircraft was outfitted with Starlink. At the time, the airline said it planned to outfit its entire two-cabin regional fleet by the end of the year.

Ultimately, United will add Starlink to its entire fleet, with two of its regional fleet currently enabled. United told the Journal, “The Starlink enabled aircraft can be routed anywhere on United’s short haul Asia-Pacific network.”

When United announced the introduction of Starlink last year, it called it “the fastest Wi-Fi in the sky,” also saying, “It also enables a more streamlined install, maintenance and overall operation, primarily because of its lightweight kit at 85 pounds compared to other providers that have equipment of up to 300 pounds.”

The kit makes it easier and faster to install, meaning less down time for the plane, less install time for technicians, and less weight also means increased fuel efficiency for the plane. The system is also weather-proofed and takes advantage of Starlink’s large, low-earth orbit constellation of satellites to ensure reliable onboard wi-fi.

Starlink’s own statistics are that more than 1,400 commercial planes featured Starlink at the end of 2025 and more than 21 million passengers used Starlink in 2025, “consuming approximately 30 PB of data with download speeds routinely exceeding 200 Mbps.” According to Ookla measurement data, Starlink captured 47.8% of all commercial airline connectivity traffic in the fourth quarter of 2025, outranking competitors. The introduction of Starlink in the region is likely to be popular and familiar. According to Journal files, FSMT Cable Corp completed the first installation of the Starlink Gateway System on Feb. 21, last year in Kosrae, funded by the World Bank.

Starlink’s penetration into the Guam and Northern Mariana Islands market has grown. Available since late 2024, as of March 2025, it had 4,000 customers in Guam and about 500 in Saipan. But its customer base grew after Typhoon Mawar hit Guam on May 24, 2023, causing severe damage to all three telecommunication providers. Home Depot in Guam also carries Starlink kits, and customers in Guam and other islands have ordered directly from the company.

The first of the Boeing 737 Max 8 aircraft arrived on Guam in early February. United’s Managing Director of Airport Operations in Asia and the Pacific, Samuel V. Shinohara, first announced the replacement of the fleet in December 2025 at the unveiling of the airline’s new check in lobby. The first regularly scheduled flights from Guam to be operated by a Boeing 737 Max 8 began on May 1 from Guam to Tokyo’s Narita International Airport. Also, the aircraft operated the Narita-Ulaanbaatar route from April 30 and from Narita to Koror on May 2, according to Journal files. The aircraft now operate on all United narrowbody flights from Guam and throughout Micronesia.



Kinzelman said that the plane offers USB charging at every seat, more legroom “and the ability to convert the front rows of economy for medical evacuations.” In addition, he said the overhead bins offer additional space for hand luggage.

Kinzelman traveled to Guam from Honolulu on the Island Hopper, United’s connecting flight to the islands of the FSM and the Marshall Islands.

In uncertain times, with the rising cost of fuel against the background of the war in the Middle East, passengers are concerned about the cost of flights. Kinzelman told the Journal that airlines are no more immune to the increase in costs that affect businesses and residents anywhere. “Our fuel costs have doubled,” he said. However, he said costs will not increase for passengers at short notice. “We’re not going back to the customer when we’ve sold them a ticket.”

United has remained not only profitable but has fared better than other airlines that have resorted to cutting flights and staff as the war continues.

“That didn’t just happen. United made decisions coming out of the pandemic. We also keep more cash on hand,” Kinzelman told the paper. “We’re continuing to grow; not just here in the Pacific. … We continue to invest,” he said.

The introduction of Starlink will be good news for business travelers who told the Journal connectivity on United was not reliable compared to other carriers. Typically, food in lounges and on flights comes under the microscope too, with a 1 million miler and a 2 million miler, voicing comparisons.

The good news for one of our readers is that the ice cream sundae is back, at least in Business Class, and certainly on the Guam-Honolulu flight.

Kinzelman recognized the importance of meals to flyers. “We have to compete with everyone,” he said. However, he told the Journal, “Expectations can differ.”

Kinzelman said while there may be variations, the aim is high standards. “We want to have quality products.”

Rather than have customers disappointed if their meal choice runs out onboard, United offers another option, “All around the system we’re allowing customers to pre-order, even in economy.”

Additionally, Kinzelman said the airline now has a relationship with a fine dining network that has expanded beyond its Netflix series. “Depending on the length of the flight, we’ve also partnered with the Chef’s Table.”

As to requests for the return of certain routes, Kinzelman did not rule out what might happen in the future. “Having this enhanced fleet here in Guam allows us more opportunities.”

Taken regionally, United is one of the largest employers with more than 1,000 employees. Kinzelman recognized not only Kenichi Kiriyama, director of sales for Japan and Micronesia, and the airline’s public relations team from Sydney and Chicago, who also flew into Guam to meet with media.

Additionally, he recognized longtime Guam executives Paula L. Monk, senior sales manager, Shinohara and Chief Pilot Capt. Errol Lee Jr. Media also met with Tammy Castro, general manager for airport operations for United Airlines in Guam.

Shinohara told the Journal after the media conference that Kinzelman took the Island Hopper to Guam because he wanted to travel the islands route, and not for the first time. “The team out there is special to him.”

He recognized Kinzelman’s continuing relationship with the region. “He’s very connected in what we do here. He’s been a great champion for this part of the world.”

While Shinohara recognized United’s strength in the region, he said challenges exist. “Our business isn’t quite what it used to be. We were serving some Japanese destinations that we don’t have on the books anymore. We’ve decided that the best way for us to survive is not to just cut, cut, cut, slash, slash, slash. We’ve decided, ‘Let’s invest in the product and make it something customers want to experience. We’re doing our part to invest in the product … and give people great affinity for the markets that we serve, and we’re doing our part to make sure that we’re working hard to rebuild the tourism industry. It is not where we want it to be, but we know that we need to do our part to make these investments, and we’re happy to do it.”

While Shinohara recognized that after the election in November people at tourism-related government agencies may change, he said of the Guam Visitors Bureau, “They play a fundamental role in getting visitors to the island. In good times and in bad times we work with them. … We partner with the airport.”

As to the announcement of the airport’s selection of Avolta to take over the Speciality Retail Concession (including duty free), Shinohara said, “We’re thrilled with it because at the end of the day if we don’t have a duty free vendor the airport still has to meet a revenue goal. … They’re trying to satisfy all of the bond covenants and the debt that they have. If they don’t have a new vendor then all of those rates and charges get put on the carriers. If they get put on the carriers, ultimately they get passed through on to the customers.” Shinohara also recognized the importance of the airport as part of the travel experience. “People begin and end their trip at the Guam Airport and so we need to make sure it’s an experience that people experience and appreciate.”

He also emphasized United’s role. “It’s a challenging time for everyone in our business in this part of the world. This investment in swapping out the airplanes, Starlink, the things we’ve done at our ticket counter lobby — I hope that shows the deep commitment United has to this part of the world. We do what we do because we want to do it … we’re consistent, we’re steady and we’re excited about the opportunities this gives us.”

Island businesses and residents know that the sense of the islands is important to residents and visitors alike. Shinohara said that the special sense of the islands — so important to regional residents and noted by visitors — comes from the heart and the people of United. “That has not changed.” For example, he said, the introduction of kiosks had allowed personnel to wide assist passengers and “embody that island feeling.”

One of the ways United supports and engages with the community is through its annual December Fantasy Flight to the North Pole, Shinohara said. The event is so popular with staff as a way of supporting families and children that places on the team for the event are vied for. To select staff, “We have to do a raffle,” he said. The airline took the opportunity of Kinzelman’s visit to meet with valued clients and as previously, hosted an event to meet frequent flyers the night before it met with media, allowing them the opportunity to speak directly with Kinzelman and the United team. mbj