June 22, 2023
Mobile app tool saves time and reduces stress if a flight is delayed or canceled – first-of-its-kind feature reflects airline's continued investments in digital technology
CHICAGO, June 22, 2023 /PRNewswire/ -- United today announced a new mobile app feature that aims to save customers time and reduce stress if their travel plans get disrupted. Now, instead of waiting in line to talk to an agent or search for new options, the airline's new self-service tool automatically presents travelers personalized re-booking options, bag tracking information and meal and hotel vouchers when eligible if their flight is delayed or canceled.
While United had the lowest mainline flight and seat cancellation rates of any airline in the country during the first three months of the year, the carrier still has the most flights impacted by weather given the location of its major domestic hubs.
According to the airline, nearly 50% of its customers already turn to the app or united.com to self-serve during disruptions, so United began beta testing the new feature at the end of last year. United found that customers responded well to having alternate travel options automatically served to them in the app and that airport employees appreciated reducing the number of people physically waiting in line.
"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."
When a flight is delayed by more than 60 minutes or canceled, customers will automatically see options for delays and cancellations on the home screen of the United mobile app. Here's how it works:
For those without the United mobile app, the self-service tool is accessible on a mobile device or computer at united.com, and customers still have the option to connect in-person with a customer service agent.
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:
At United, Good Leads The WaySM. With U.S. hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington, D.C., United operates the most comprehensive global route network among North American carriers, and is now the largest airline in the world as measured by available seat miles. For more about how to join the United team, please visit www.united.com/careers and more information about the company is at www.united.com. United Airlines Holdings, Inc., the parent company of United Airlines, Inc., is traded on the Nasdaq under the symbol "UAL".
SOURCE United Airlines