United Airlines has launched a new mobile app feature to help customers save time and reduce stress during flight disruptions. The self-service tool offers personalized rebooking options and real-time baggage tracking updates. Passengers may also receive meal and hotel vouchers for flight delays or cancellations.
United Airlines has begun beta testing a feature that automatically suggests alternate travel options through the app. United Airlines Chief Customer Officer Linda Jojo believes the tool comes in handy in unexpected situations. The new app feature offers transparency, time savings and stress relief for customers and at the same time improves the assistance with complex issues.
“Our goal is to get our customers to their destination on time, but we know that things don’t always go as planned and that’s when a tool like this can make a real difference,” said Linda Jojo, United’s chief customer officer Airlines. “Our new mobile app feature offers more transparency, saves time and reduces stress for our customers. It also shortens the queues at customer service desks, allowing our agents to better assist passengers with complex issues or questions.”
Passengers experiencing delays of more than 60 minutes or flight cancellations can access options directly from the mobile app home screen. Offering convenience and flexibility, this feature provides up-to-date information, rebooking status verification, alternate flight options, and personalized reservations.
Baggage tracking is vital for passengers. In the app section, users can view eligible coupons for accommodation, meals, and ride-sharing in the event of delays or cancellations.
How the United Airlines app works
United Airlines implemented an automated customer communication system that provides real-time updates through text notifications. This feature improves customer insight into their flight schedules or status.
Get a notification: Click the link in the automated text notification or enter flight details on the mobile app or on united.com to open the tool. For customers whose reservation is already loaded in the app, a message is displayed directly on the start screen. Check flight and rebooking status: Confirm the status of your flight and check if you have been rebooked. Customers also have the opportunity to look at other flight options and book as per their preference. Track Your Baggage: Track the status of your checked baggage to see when it was checked in, loaded onto your flight and received at your final destination. View Eligible Coupons: Receive hotel, meal and/or ride-sharing vouchers where eligible. Virtually connect with a United Airlines customer service agent: call, text or chat with one of hundreds of United agents who can offer you the same support as the airport agents.
United Airlines also announced that customers who don’t have the app can continue to use the self-service tool. You can use your mobile device or computer by visiting united.com. Additionally, customers can still get in touch with a customer service representative in person if needed.