United Airlines has recently unveiled a new feature on its mobile app aimed at minimizing passenger stress and wait times during flight disruptions.
The fully automated self-service tool presents customers with personalized rebooking options, bag tracking information, and meal and hotel vouchers when their flights are delayed or cancelled.
Despite having the lowest mainline flight and seat cancellation rates, United Airlines is particularly vulnerable to weather-related disruptions due to its domestic hubs’ location.
Consequently, nearly half of the airline’s customers already resort to self-serving using the app or united.com during flight disruptions.
The airline tested the new feature, which received positive feedback from customers and airport employees, leading to its official launch.
Now, in the event of 60-minute flight delays or cancellations, customers automatically receive rebooking options via the app’s home screen, eliminating the need for lengthy queues and reducing stress and anxiety.
Here’s how it works:
- Get notified: Click the link in the automatic text notification or enter flight details in the mobile app or united.com to open the tool. For customers who have their reservation already loaded in the app, they’ll see a prompt right on the home screen.
- Check flight and re-booking status: Confirm the status of your flight and see if you’ve been re-booked. Customers also have the option to look at other flight options and book based on their preference.
- Track your bags: Follow the status of your checked luggage to see when it is checked-in, loaded on your flight and received at your final destination.
- View eligible vouchers: Receive hotel, meal and/or rideshare vouchers if eligible.
- Connect to a United customer service agent virtually: Call, text or video chat with one of hundreds of United agents who can offer the same assistance as the agents at the airport.
“Our goal is to get our customers to their destination on time, but we know things don’t always go as planned and that’s when a tool like this can make a real difference,” said Linda Jojo, Chief Customer Officer for United.
“Our new mobile app feature offers more transparency, saves time and reduces stress for our customers, and it shortens lines at customer service desks so our employees can better assist passengers with complex issues or questions. Plus, it’s another example of United’s continued investment in new technology and tools.”
This new feature is the latest way United uses technology to give travelers more transparency and improve the customer experience. For years, the airline has led the industry on implementing new technologies and policies across its operation to increase customer transparency, including:
- Free family seating: United is the first and only airline to offer a dynamic seat map feature that makes it easier to seat children under 12-years-old next to an adult in their party for free – even travelers in Basic Economy.
- Automatic customer communications: United sends personalized, real-time updates via text notifications with timely information about boarding, gate location, travel disruptions, bag tracking and more, providing awareness into flight plans or status.
- Flexible refunds and travel credits: United offers a 24-hour flexible booking policy, and in September 2021, United launched more self-service options to easily find, apply and combine credits at check-out.
- No change fees: In August 2020, United got rid of change fees, offering more flexibility for travel plans, and started complimentary standby travel, becoming the only U.S. airline that lets all customers in all classes of service fly same-day standby for free.
