United Airlines Refreshes App With New Features for Connecting Flights
The app update expands on United's use of AI to help customers make connecting flights on time.
United Airlines is updating its app with new features meant to help customers find their connecting flights.
A separate section in the app will include a countdown to the connecting flight, directions to the gate with estimated walk times, real-time status updates, and tips for longer layovers.
'These features are part of our larger customer experience strategy that's based on being radically transparent with our customers,' said United chief customer officer David Kinzelman during a call with reporters.
United has already been using AI to communicate with passengers who have connecting flights if they may miss their connections and if the plane could be held for them. The app will use this technology — called Connection Saver — to send customers notifications.
The update comes as airlines have sought to improve their apps and use AI for the customer experience. Southwest Airlines has started using AI for marketing campaigns and customer service. Delta Air Lines announced last year that it would roll out an AI-powered assistant to help customers with trip planning.
The app also categorizes connections in three ways: comfortable connections, tight connections, and missed connections. For comfortable connections, the app provides personalized flight status updates and tips to navigate large airports or long layovers.
For tight connections, the app will provide similar updates, but also send notifications to customers on if their flight is being held for them via Connection Saver. And if a customer misses a connecting flight, the app will automatically show alternative re-booking options.
The carrier said that it trialed these features in the spring with more than 350,000 customers and achieved a 98% success rate in making connections.
United is making several other updates to its app such as adding more languages beyond English and Spanish; enabling location services to show customers their current location at the airport; sending text messages to update customers with connecting flights in real time about flight status and other updates.
What am I looking at? The performance of airline sector stocks within the ST200. The index includes companies publicly traded across global markets including network carriers, low-cost carriers, and other related companies.
The Skift Travel 200 (ST200) combines the financial performance of nearly 200 travel companies worth more than a trillion dollars into a single number. See more airlines sector financial performance.
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