United Airlines Introduces Automatic Flight Rebooking and Meal/Hotel Vouchers

United Airlines announced a new mobile app feature that gives travelers personalized re-booking options, bag tracking information and meal and hotel vouchers when eligible if their flight is delayed or canceled.

The carrier revealed that nearly 50 percent of United customers already turn to the app or the airline’s website to self-serve during disruptions, so officials began beta testing the new feature at the end of 2022.

Data from the test suggested 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,” United Chief Customer Officer Linda Jojo said.

“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,” Jojo continued. “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, travelers will automatically see options for delays and cancellations on the home screen of the United mobile app, which allows them to receive notifications, check re-booking status, track bags and view eligible vouchers.

For those without the airline’s app, the self-service tool is accessible on a mobile device or computer at United.com, and passengers still have the option to connect in-person with a customer service agent.