United introduced two digital innovations in quick succession on September 1st and 2nd, aimed at streamlining the journey for hurried travellers. The first relates to the management of flight disruptions, while the second focuses on the waiting time between two flights. Together, they target the same audience: frequent flyers accustomed to tight connections.
The airline states that 85 % of its customers use its app on the day of their flight, a figure that explains the decision to rely on digital solutions to cope with peaks in traffic. The automatic waiting list feature is therefore being introduced just before the Labour Day weekend, a period during which United expects 3.4 million passengers between 3 and 8 September – 300,000 more than last year.
Catching an earlier flight without losing your booking
Specifically, a customer rebooked onto a later flight following a disruption can now join the standby list for three earlier eligible flights. United then automatically monitors availability and sends a text message as soon as a seat becomes free, without requiring the traveller to constantly check the app. The customer keeps their confirmed booking until they choose to switch to the earlier flight. «This feature reflects our commitment to making travel smoother and less stressful for our customers,» explains Jennifer Schwierzke, Vice President of Customer Operations, Strategy & Execution at United. The tool adds to the existing self-service disruption management system (automatic rebooking, meal and hotel vouchers, baggage tracking), as well as recent additions such as inbound aircraft tracking, the TSA security wait time tracker – a first among major US airlines – and personalised connection assistance via ConnectionSaver.
Pre-ordered meals, for collection near the door
Additionally, United is testing the possibility at Newark Airport of ordering food and essentials in advance via the app, for collection from a dedicated shelf near the boarding gate. The service is available on selected flights serving up to nine gates in Terminal C (C125-C138), on both domestic and international routes. Customers receive a notification before departure and choose from sandwiches, salads, drinks, snacks, as well as over-the-counter medicines, travel pillows or charging cables. For this pilot, United is partnering with OTG and the restaurants Nonna’s Kitchen and Victory Grill.« The moment just before boarding is one of those times when the customer wants quick access to food, without any complexity », says David Kinzelman, Chief Customer Officer of United. The trial is set to expand to Houston later in the year, with national retailers, and could eventually be integrated into in-flight entertainment screens.
