United Airlines Enhances Mobile App with Advanced Features for Improved Travel Experience
United Airlines has recently rolled out a series of enhancements to its smartphone app, aimed at significantly improving the travel experience for its customers. The newly introduced features are designed to assist passengers, especially during instances of flight delays or cancellations.
- Self-Service Tool: A pivotal addition is the new self-service tool within the app. This feature offers passengers rebooking options and allows them to track their bags. It also enables them to request meal and hotel vouchers, where applicable, if their flights are delayed by over 60 minutes or canceled.
- Real-Time Information: The app now displays options on the home screen during delays or cancellations, including information on whether the customer has been rebooked. Users can also monitor the status of their checked luggage and view details about hotel, meal, or rideshare vouchers.
- Direct Communication with Customer Service: Another significant enhancement is the option for customers to directly connect with a United customer service agent via call, text, or video chat, making the resolution of issues more accessible and personalized.
- Positive Customer and Employee Feedback: United Airlines reported that nearly half of its customers already utilize the app or the United website for self-service during travel disruptions. The introduction of these new features has been met with positive responses from passengers, who appreciate the convenience of having alternate travel options readily available in the app. Additionally, airport employees have welcomed the reduction in the number of people waiting in line, enhancing overall airport efficiency.
- Family Seating Policy: Beyond these new features, United Airlines has also introduced a family seating policy. This policy ensures that children under the age of 12 can sit next to an adult in their party for free, including those with basic economy tickets, enhancing the travel experience for families.
Linda Jojo, Chief Customer Officer at United Airlines, emphasized the significance of these enhancements, stating, “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.” She highlighted that the new app features offer more transparency, save time, and reduce stress for customers. They also help shorten lines at customer service desks, allowing staff to better assist passengers with complex issues or questions. This update is a part of United’s ongoing investment in new technology and tools to enhance customer service.
Sources: AirGuide Business airguide.info, bing.com, united.com