United Airlines launched a new mobile app feature to assist customers in saving time and reducing stress during flight disruptions. The self-service tool provides personalized rebooking options and real-time updates on baggage tracking. Passengers also may receive meal and hotel vouchers for flight delays or cancellations.
United Airlines began beta testing a feature that automatically suggests alternate travel options through the app. United Airlines Chief Customer Officer Linda Jojo believes the tool is beneficial for unexpected situations. The new app feature offers transparency, time savings and stress relief for customers, while improving assistance for complex issues.
“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 Airlines. “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.”
Passengers experiencing delays over 60 minutes or flight cancellations can access options directly on the mobile app’s home screen. This feature provides convenience and flexibility, offering up-to-date information, re-booking status verification, alternative flight choices and personalized reservations.
Baggage tracking is crucial for passengers. The app section allows users to view eligible vouchers for accommodations, meals and rideshare services in case of delays or cancellations.
How United Airlines App works
United Airlines has implemented an automated customer communication system, providing real-time updates through text notifications. This feature enhances customer insight into their flight plans or status.
- 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 rebooking 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 Airlines 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.
United Airlines also announced that customers who do not have the app still can utilize the self-service tool. They can use their mobile device or computer by visiting united.com. Additionally, customers can still choose to connect with a customer service agent in-person if they prefer.
