United Airlines is enhancing its customer service by texting links to local, live radar maps during weather delays, aiming to provide travelers with comprehensive, real-time information about their flights. This innovation is part of United’s broader strategy to improve transparency and keep customers informed during disruptions.
How It Works
United’s specialized customer service teams, located within the network operations center, utilize generative artificial intelligence (gen AI) tools to review flight data and craft detailed messages for passengers. These messages, sent via text or email, explain the reasons for flight changes, including weather-related delays. The new feature includes links to live radar maps, helping customers understand how weather in one part of the country can affect their flight elsewhere. This information is also accessible through the United app and displayed on radar maps in the gate area during delays.
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“With more people traveling this summer than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight, and texting was the simplest solution,” said Jason Birnbaum, United’s Chief Information Officer. “We know customers appreciate transparency, and by combining innovative technology-enabled tools with people power, we can give more people even more in-the-moment details about their flight.”
Enhancing Customer Transparency
This new feature complements United’s other technological advancements designed to improve customer transparency:
- Automatic Rebooking Assistance: United’s self-service tools offer personalized rebooking options, bag tracking information, and meal and hotel vouchers when flights are delayed or canceled.
- Real-Time Flight Updates: United provides real-time access to boarding passes, gate and seat numbers, and departure countdowns directly on customers’ phone screens.
- Free Family Seating: United offers a dynamic seat map feature to seat children under 12 next to an adult in their party for free, including Basic Economy travelers.
- No Change Fees: Since August 2020, United has eliminated change fees, offering more flexibility and complimentary standby travel for all customers.
Busy Travel Season
United anticipates its busiest Fourth of July weekend on record, with over five million passengers expected to fly between June 28 and July 8, marking a 7% increase from last year.
About United Airlines
United Airlines, with U.S. hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco, and Washington, D.C., operates the most comprehensive global route network among North American carriers. As the largest airline in the world by available seat miles, United emphasizes the motto “Good Leads The Way.” For career opportunities and more information about United Airlines, visit www.united.com.
SOURCE: United Airlines
Source: United Airlines Introduces Live Radar Text Alerts and AI Updates for Weather Delays
